Job Summary:
The IT Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring efficient and effective support for all end-users. This role involves managing a team of helpdesk technicians, developing support processes, and maintaining high levels of end-users satisfaction. The IT Helpdesk Manager will also collaborate with other IT departments to implement technology solutions and improve service delivery.
Key Responsibilities:
1. Team Leadership:
• Supervise, mentor, and train helpdesk staff to ensure high-quality support and professional development.
• Conduct performance evaluations and provide feedback to team members.
2. Service Management:
• Oversee the helpdesk ticketing system to ensure timely resolution of issues and requests.
• Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
• Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.
3. Process Improvement:
• Develop, implement, and optimize helpdesk processes and procedures for efficiency and effectiveness.
• Create and maintain documentation for troubleshooting guides, FAQs, and training materials.
4. Collaboration:
• Work closely with other IT teams to coordinate support for complex issues and projects.
• Liaise with vendors and service providers to manage escalated issues and ensure quality service delivery.
5. Technical Support:
• Provide advanced technical support for escalated issues that require higher-level troubleshooting.
• Stay updated on new technologies and tools to enhance helpdesk operations.
6. Reporting:
• Prepare and present regular reports on helpdesk performance, including ticket volume, resolution times, and user satisfaction.
• Identify opportunities for improvement based on data analysis and user feedback.
7. User Training:
• Develop and deliver training sessions for end-users on IT systems, software applications, and best practices.
8. IT Asset Inventory:
• Tracking asset lifecycle (purchase, deployment, maintenance, retirement)
• Ensuring compliance with licensing agreements