Overview
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 2 Year(s)
Able to Provide Sponsorship
Skills
Incident Management
Continuous Improvement
Customer Service
Help Desk
Knowledge Base
Analytical Skill
Call Center
Change Management
Communication
Customer Facing
Performance Management
Risk Management
Service Delivery
Technical Support
KPI
Management
Management Reporting
People Management
Project Management
Training
Vendor Management
Job Details
Helpdesk Manager Job Description
2
Knowledge
Deep understanding of service support procedures and effective service delivery in complex
tech environments.
(Desirable) Knowledge of performance management and modern service standards.
Skills and Abilities
Proven ability to manage the full lifecycle of help desk tickets and enforce SLAs.
Experience developing and maintaining training programs for help desk agents.
Strong communication skills for providing clear updates and preparing user-facing reports.
Analytical skills to use KPIs and metrics for continuous improvement.
Ability to build and maintain a comprehensive help desk knowledge base.
Technical proficiency in supporting end-user technologies and overseeing the escalation
process to ensure timely and effective resolution of complex issues.
Strong organizational, prioritization, and change management skills.
(Desirable) Project leadership, risk management, and advanced people management skills.
Experience
Experience leading a multi-disciplined, customer-facing technical support team.
Proven track record managing live support services, including incident response and
operational support.
Experience managing a remote technical call center or help desk.
(Desirable) Experience developing teams and systems for excellent customer service in large
organizations, vendor management, and clear management reporting.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.