
Support Operations Director
5 days ago
As a Helpdesk Manager, you will be responsible for overseeing and mentoring helpdesk staff to ensure they have the necessary training and resources to effectively support individuals.
The role involves ensuring the delivery of high-quality technical and operational support services. This includes assisting in the development and implementation of efficient helpdesk standard operating procedures (SOPs), processes, and workflows to improve response times and service quality.
You will track helpdesk metrics and performance indicators to assess the effectiveness of support operations. Regularly reviewing and updating support procedures to align with best practices and evolving business needs is crucial.
Additionally, you will provide troubleshooting assistance to helpdesk support staff, logging and tracking incidents, maintaining accurate records, and escalating complex problems as needed.
Managing and resolving escalated issues promptly while maintaining high customer satisfaction levels is essential.
Assisting in the deployment and configuration of software updates and enhancements to ensure system functionality and user satisfaction is also part of the job.
Key Responsibilities:- Oversee and mentor helpdesk staff
- Ensure delivery of high-quality technical and operational support services
- Develop and implement efficient helpdesk SOPs, processes, and workflows
- Track helpdesk metrics and performance indicators
- Provide troubleshooting assistance
- Log and track incidents
- Manage and resolve escalated issues
- Assist in software updates and enhancements
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