Helpdesk Manager

Job Description

Key Duties & Responsibilities:

• Ensure high-quality customer experience by monitoring interactions, handling escalated employee complaints, and implementing improvements based on feedback.

• Track key performance metrics such as First Response Time, POC Response Time, Overall Resolution Time, and Customer Satisfaction Rating, among others, to identify areas for improvement.

• Oversee the Helpdesk Team, which includes hiring, training, scheduling, assisting and performance management.

• Generate reports and conduct analysis to identify trends, issues, and opportunities for improvement within the Helpdesk operation, as well as surface the same to other departments.

• Manage the maintenance and upkeep of the Helpdesk system.

• Required Qualifications:

• Preferably residing in NCR

• With at least 3 years of relevant experience in helpdesk/customer support roles

• With at least 1 year of experience leading a team

• Has experience with helpdesk tools, preferably Zendesk

• Proficiency with Google Workspace and Mac OS

• Willing to be in a hybrid work environment, encompassing both remote and in-office work environments

• Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week

• Required Behavioral Competencies:

• Leadership: Is able to inspire and motivate team members, set clear goals, and provide guidance and support as needed.

• Strategic mindset: Has the ability to think beyond day-to-day operations and develop long-term strategies to improve efficiency, enhance customer satisfaction, and align the helpdesk function with the company’s overall goal.

• Strong analytical and problem-solving abilities: Demonstrates strong critical thinking skills to analyze complex issues, identify root causes, and develop effective solutions, utilizing data analytics.

• Organizational skills: Can efficiently manage tasks, time, and resources to achieve goals and meet deadlines, which entails time management, planning and scheduling, attention to detail and resource management.

• Verbal & written communication skills: Can effectively convey information to team members, customers, and other stakeholders.

• Customer Focus: Possesses a customer-centric mindset with a focus on delivering high-quality service and satisfaction to internal customers.

• Continuous Learning: Demonstrates dedication to continuous learning and professional growth, ensuring staying updated on industry trends, emerging technologies, and best practices in helpdesk support and management.