Job Description
Job Description
The Help Desk Operations Manager is responsible for both leadership and technical tasks. This role will manage the day-to-day operations of the help desk, ensuring that all support requests are handled efficiently and effectively. This includes overseeing the ticketing system, monitoring performance metrics, and implementing improvements to enhance service quality. Additionally, the Help Desk Operations Manager will serve as an escalation point for complex issues and collaborates with other IT teams to integrate new technologies and solutions.
Help Desk Operations Manager duties:
- Leading and managing the help desk team
- Developing and enforcing help desk policies and procedures
- Monitoring and analyzing help desk performance metrics
- Managing the help desk ticketing system
- Serving as an escalation point for technical issues
- Collaborating with other IT departments
- Maintaining knowledge base and documentation
- Overseeing the help desk budget and resources
- Ensuring compliance with IT security policies
- Staying updated on technology trends and best practices
What You’ll Do
As a Help Desk Operations Manager, you will:
- Manage the Help Desk Team
Oversee hiring, training, and performance evaluations to build a strong support team. - Develop Procedures and Policies
Create and implement standardized processes to ensure consistent service delivery. - Monitor Performance Metrics
Track resolution times and customer satisfaction to identify and address areas for improvement. - Handle Escalations
Serve as the main point of contact for complex technical issues. - Collaborate with IT Teams
Work with other departments to resolve issues and deploy new technologies.
What We’re Looking For
- Education: Bachelor’s degree in Computer Science or a related field.
- Experience: 5+ years in a help desk or technical support environment.
- Skills:
- Strong leadership and management abilities
- Proficient in troubleshooting hardware, software, and network issues
- Excellent communication and customer service skills
- Experience with help desk ticketing systems (e.g., Jira)
- Preferred: ITIL certification