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.