Admin Helpdesk Manager
Overview
The Admin Helpdesk Manager is responsible for overseeing the efficient operation of the helpdesk department, ensuring that all administrative support tasks are performed promptly and effectively. This role involves managing a team of helpdesk staff, coordinating with other departments, and implementing strategies to improve service delivery.
Responsibilities
- Team Management
- Lead, mentor, and supervise helpdesk staff.
- Conduct performance evaluations and provide feedback.
- Schedule and manage shifts to ensure coverage.
- Operational Oversight
- Develop and implement helpdesk policies and procedures.
- Monitor and analyze helpdesk performance metrics.
- Ensure timely resolution of helpdesk tickets and inquiries.
- Customer Service
- Address complex or escalated helpdesk issues.
- Ensure high levels of customer satisfaction.
- Develop strategies for improving customer service and support.
- Coordination and Communication
- Liaise with other departments to address systemic issues.
- Communicate updates and changes to helpdesk processes.
- Facilitate regular team meetings to discuss progress and challenges.
- Training and Development
- Identify training needs and opportunities for staff.
- Organize and conduct training sessions.
- Keep the team updated on new tools and technologies.
- Reporting and Documentation
- Maintain accurate records and documentation of helpdesk activities.
- Prepare and present reports on helpdesk performance.
- Ensure compliance with company policies and regulations.
Qualifications
- Education and Experience
- Bachelor’s degree in Business Administration, Information Technology, or related field.
- Minimum of 5 years of experience in a helpdesk or customer service role, with at least 2 years in a supervisory position.
- Skills and Competencies
- Strong leadership and management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in helpdesk software and tools.
- Problem-solving and critical-thinking skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Certifications
- Relevant certifications such as ITIL, HDI, or similar are preferred.
Work Environment
- Location
- Office-based with potential for remote work depending on company policies.
- Schedule
- Full-time position, typically Monday to Friday.
- May require occasional evening or weekend work to address urgent issues.
Benefits
- Competitive salary and performance bonuses.
- Health, dental, and vision insurance.
- Retirement savings plan.
- Professional development opportunities.