Help Desk Manager

Job description

GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards. Responsibilities: Manage daily help desk operations, ensuring 24/7 coverage Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management Identify areas for improvement and implement strategies to enhance service quality and user satisfaction Define team goals and lead staff to achieve desired results while being held accountable for team performance Coordinate resources during escalated off-hour issues Oversee the development, implementation, and administration of help desk staff training procedures and policies Demonstrate ownership in troubleshooting and resolving technical issues as well as...