IT Helpdesk Manager
1 day ago
**Job Summary**:
The IT Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring efficient and effective support for all end-users. This role involves managing a team of helpdesk technicians, developing support processes, and maintaining high levels of end-users satisfaction. The IT Helpdesk Manager will also collaborate with other IT departments to implement technology solutions and improve service delivery.
**Key Responsibilities**:
**1. Team Leadership**:
- Supervise, mentor, and train helpdesk staff to ensure high-quality support and professional development.
- Conduct performance evaluations and provide feedback to team members.
**2. Service Management**:
- Oversee the helpdesk ticketing system to ensure timely resolution of issues and requests.
- Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
- Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.
**3. Process Improvement**:
- Develop, implement, and optimize helpdesk processes and procedures for efficiency and effectiveness.
- Create and maintain documentation for troubleshooting guides, FAQs, and training materials.
**4. Collaboration**:
- Work closely with other IT teams to coordinate support for complex issues and projects.
- Liaise with vendors and service providers to manage escalated issues and ensure quality service delivery.
**5. Technical Support**:
- Provide advanced technical support for escalated issues that require higher-level troubleshooting.
- Stay updated on new technologies and tools to enhance helpdesk operations.
**6. Reporting**:
- Prepare and present regular reports on helpdesk performance, including ticket volume, resolution times, and user satisfaction.
- Identify opportunities for improvement based on data analysis and user feedback.
**7. User Training**:
**8. IT Asset Inventory**:
- Tracking asset lifecycle (purchase, deployment, maintenance, retirement)
- Ensuring compliance with licensing agreements
**Requirements**:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in IT support, with at least 12+ years + a supervisory or managerial role.
- Strong knowledge of helpdesk software, ticketing systems, and remote support tools.
- Excellent problem-solving and critical thinking skills, especially under pressure.
- Exceptional communication and interpersonal skills, with a customer-oriented mindset.
- Relevant certifications like ITIL, CompTIA A+, Microsoft Certified are a plus.
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