Helpdesk Manager
Reesby IT
sydney, Australia
3h ago

About the Help Desk Manager Position

Reesby are looking for a qualified Help Desk Manager to join our clients growing team. You'll be responsible for leading our technical support team to provide excellent customer service and resolve customers' technical issues.

As a Help Desk Manager, you should have a solid technical background as well as some customer service experience. An empathetic and problem-solving attitude, plus the ability to motivate your team toward specific goals, are all essential skills to perform well in this position.

All in all, we want you to ensure high quality technical support and increase client satisfaction.

Help Desk Manager Responsibilities

Manage our help desk team and evaluate their performance

Maintain timely and accurate customer service on a daily basis

Recruit, train, and support help desk representatives and technicians

Set high customer service standards

Contribute to improving customer support by actively responding to queries and handling complaints

Establish best practices through the entire technical support process

Follow up with customers to identify areas of improvement

Develop daily, weekly, and monthly reports on help desk team's productivity

Provide customer feedback to the appropriate internal teams, like product developers

Help Desk Manager Requirements

Some successful work experience as an integral or managerial part of a team Help Desk

Hands-on experience with help desk and remote control software

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service orientation with a problem-solving, can-do attitude

Excellent written and verbal communications skills

Team management skills

  • BSc degree in Computer Science, Information Technology or relevant field
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