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Help Desk Manager

If you're a skilled help desk manager who can lead our IT team and provide support to internal customers aka our employees, both on-premises and off it. You will be responsible for answering inquiries, troubleshooting hardware and software issues, and documenting said issues. Your projects will be yours to run as long as they fit into the company's objectives and brand guidelines. If this sounds like your cup of tea, apply now and tell us why.


Customer Service Industry

Customer services is a field which focuses on providing support and services for customers during the purchasing process.


What to expect from the role

  • Hands-on experience with supervising all tasks involved in managing a help desk.
  • Opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.
  • Working with the guidance of professionals and seniors with many years of experience.
  • Exposure to the field of customer service and all its facets.


Responsibilities

  • Run the help desk, including staff supervision, asset supply, and deployment and vendor management
  • Receive and respond to IT queries promptly
  • Manage asset inventory
  • Assist employees as when required, with technical issues; document incidents for future reference
  • Collaborate with internal partners to implement new technologies to improve operational efficiency
  • Prepare periodic reports for management with recommendations and trends


Requirements

  • [X] years of experience in the industry
  • Bachelor's degree preferred
  • Demonstrable skills troubleshooting a wide range of technical problems
  • Strong organizational skills with eye for detail
  • At least 1+ years spent leading others in a help desk environment
  • Excellent written and verbal communication skills


Average Salary

On average $72,093 per annum.

Source - glassdoor.com

Career Path

Help Desk Manager is a job role that is for those with intermediate level experience in the field. It is a job requiring you manage the desk, supervise the staff and ensure IT queries are responded to on time. To get a job as a customer service representative one must have:

  • Any bachelors degree is acceptable.
  • Certified training or vocational training with customer relations or CRM.
  • Prior experience with managerial roles.
  • 5 years experience in the field.


Career Progression

With appropriate experience in this job role, you can move onto other job roles in this field like:

  • Quality Assurance Manager
  • Team Captain
  • Sales Manager


Sample Questions

Personal
  • What made you choose a career at a help desk?

  • What is the most important thing to remember in the field of customer service according to you?

  • What qualities do you possess that make you qualified for this job?

Human Resources
  • How comfortable are you working with different departments across the company?

  • Would you be okay with working overtime?

  • What makes you think you’d be a good fit with our company culture?

Management
  • What do you keep in mind while setting targets?

  • How would you describe your management style?

  • How would you ensure increased participation among your team?

Technical skills and knowledge
  • If a representative was struggling with a product, client or call how would you step in to help?

  • Have you ever implemented a process at work which improved the workflow?

  • What is the most important job of a help desk and how would you keep that as a reminder for your team?