Help Desk Operations Leader

2 days ago

Kanpur, Uttar Pradesh, India beBeeHelp Full time ₹ 1,50,00,000 - ₹ 2,02,50,000
Job Overview

The Help Desk Manager role involves overseeing and mentoring a team of help desk representatives to ensure they have the necessary training and resources to effectively support clients.

Key Responsibilities
  • Lead the delivery of high-quality technical and operational support services to clients.
  • Develop and implement efficient help desk SOPs and workflows to improve response times and service quality.
  • Monitor help desk metrics and performance indicators to assess the effectiveness of support operations.
  • Provide troubleshooting assistance to help desk support staff to promptly resolve issues reported by clients.
  • Manage and track incidents, maintaining accurate records, and escalating complex problems to appropriate help desk support personnel as needed.
  • Assist in the deployment and configuration of software updates and enhancements to ensure system functionality and user satisfaction.
  • Resolve escalated issues promptly and maintain high customer satisfaction levels.
Requirements

The ideal candidate should have a strong background in managing help desk teams with at least 15 years of experience. They should have previously managed a help desk centre with over 50 seats for at least 2 years and have experience in training and supporting help desk representatives.

In addition, the candidate should possess an MBA qualification and be able to work effectively in an equal opportunity employer environment.

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