HelpDesk Manager Job Description

HelpDesk Manager Job Description Template

Our company is looking for a HelpDesk Manager to join our team.

Responsibilities:

  • Training and managing Customer Services staff;
  • Recommending issue resolution strategies;
  • Providing monthly and periodic statistical reports; and;
  • Defining requirements and implementing customer services;
  • Developing and maintaining appropriate problem escalation and resolution procedures;
  • Managing the customer service center;
  • Escalating performance issues;
  • Identification of risks and opportunities for process improvements. Makes recommendations regarding risk mitigation and process improvement;
  • Balances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests;
  • Effective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent;
  • Support needs across a complex healthcare setting;
  • Ensure team adherence to all team, account, and client policies and procedures;
  • Assists in account profitability which meet revenue and margin requirements set at the corporate level;
  • Continuous risk identification and appropriate escalation;
  • Provides strategic guidance for planning projects and operational support for health system initiatives.

Requirements:

  • May require local travel;
  • BA or BS Degree and/or relevant business experience;
  • May require other travel for business needs.