The ideal Help Desk Manager candidate will have a Bachelors’ Degree and 5 or more years of hands on technical support experience along with some leadership and experience overseeing help desk teams.
As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Manage the help desk team and ticketing process and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Establish and administer service desk level agreements
Develop daily, weekly and monthly reports on help desk team’s productivity
Oversee development of the help desk documentation portal;Build usage guides and FAQ lists
Recruit, train and support help desk representatives and technicians
Build and establish training and development programs to increase technical and business acumen
Bachelor’s Degree IT related area preferred or equivalenet level of experience
5+ years of hands on help desk or technical support experience
At least 1 years of experience in a service or help desk supervisory or leadership role
Experience providing technical support for Windows environment
Customer-service oriented with a problem-solving attitude
Strong mentoring and team building skills
Excellent communication, interpersonal, and time management skills
Internal Number: 19128
About Oxford Solutions, Inc.
Since 1998, Oxford Solutions has solidified our reputation as a reliable, cost-effective staffing solutions provider…whether it’s a mission-critical project of any magnitude, or simply to fill a necessary temporary opening to keep operations running smoothly.