Help Desk Manager

Help Desk Manager

This role requires working shift and on-call patterns as part of a rotation process to support U.S customers.

My exciting client provides "World Class" Customer Service & Technical Support and are in the process of growing the company due to the early success, they are looking for a Help Desk Manager to oversee the daily operations of their help desk, ensuring the delivery of efficient and high-quality support for both internal teams and external customers. In this role, you will be responsible for managing a dynamic team, driving continuous improvement, and fostering seamless collaboration across the organization to resolve escalated issues.

Responsibilities

• Manage the help desk team to deliver exceptional technical support.
• Develop and track key performance indicators (KPIs) to measure team performance and customer satisfaction.
• Collaborate with IT, engineering, and other departments to address escalated issues effectively.
• Implement scalable support processes to manage organizational growth.
• Drive continuous improvement in customer service by leveraging data insights to enhance help desk operations.
• Train, mentor, and manage help desk staff, promoting a culture of excellence.
• Maintain comprehensive documentation of support processes and resolutions.

Technical Skills:

• Proficiency in help desk management systems (e.g., Zendesk, ServiceNow).
• Strong knowledge of IT infrastructure, troubleshooting, and problem-solving techniques.
• Experience with data analysis and automation tools to improve support efficiency.

Non-Technical Skills:

• Ability to build trust quickly with internal teams and customers.
• Strong leadership, communication, and team-building skills.
• Excellent problem-solving abilities, especially in high-pressure situations.
• Proven track record of managing cross-functional collaborations effectively.

Education and Experience:

• A minimum of 6 years in technology management, including at least 3 years in a supervisory role.

Work Location:

• This is a hybrid position, combining remote work with in-person duties at our office in Cork, Ireland.

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.