Help Desk Manager

Key Responsibilities:

• Lead and mentor a remote team of helpdesk technicians, ensuring optimal performance, productivity, and customer service.

• Develop a 'follow the sun' support strategy that leverages time zone differences.

• Foster a culture of continuous improvement and knowledge sharing within the team.

• Establish performance metrics, conduct evaluations, and create training programs.

• Identify opportunities for automation to enhance efficiency, reduce response times, and improve service quality.

• Implement and oversee automated systems for ticket routing, escalations, and reporting.

• Evaluate and incorporate AI-driven solutions, such as chatbots, for handling common requests.

• Collaborate with external partners on custom or internal automation solutions.

• Lead the development and enhancement of self-service portals, knowledge bases, and FAQs.

• Analyze usage data to spot trends and optimize self-service resources.

• Collect feedback from users to ensure resources align with their needs.

• Assess and refine helpdesk workflows and processes.

• Standardize procedures to maintain consistency and reliability in service delivery.

• Align helpdesk operations with industry best practices and organizational goals.

• Utilize analytics tools to track KPIs, including resolution times, customer satisfaction, and adoption rates.

• Prepare reports to communicate progress, challenges, and recommendations to management.

• Collaborate with IT teams, project managers, and other departments to integrate automation and self-service into broader IT strategies.

• Simplify complex technical concepts and present them in an understandable manner for non-technical stakeholders.