Help Desk Manager Job Description Template
The Help Desk Manager is responsible for managing the help desk team and ensuring that all customer inquiries are resolved in a timely and efficient manner. The Help Desk Manager will also be responsible for training new team members, creating work schedules, and monitoring team performance. In addition, the Help Desk Manager will be responsible for maintaining the knowledge base and ensuring that all customer information is up to date.
Help Desk Manager Job Responsibilities
- Manage the help desk team and ensure that all issues are resolved in a timely manner
- Monitor ticketing system and escalate issues as necessary
- Ensure that all help desk procedures are followed
- Train new help desk staff members
- Handle customer inquiries and complaints
- Prepare reports on help desk activity
Objectives
- To manage and oversee the dayto-day operation of the Help Desk, including staffing, scheduling, and resource allocation.
- To ensure that all Help Desk staff are properly trained and have the necessary skills to provide quality customer service.
- To develop and implement policies and procedures for the Help Desk operation, in order to improve efficiency and effectiveness.
- To establish performance metrics for the Help Desk staff and monitor their performance on a regular basis.
- To resolve any escalated customer issues or complaints in a timely and satisfactory manner.
Help Desk Manager Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of Help Desk Manager include: excellent customer service skills, strong communication and interpersonal skills, experience managing a team of customer service representatives, experience working in a fastpaced environment, and knowledge of help desk software.