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 i...