Help Desk Manager
Core
Manage large technical help desk teams to deliver operational and customer service outcomes, ensuring service level agreement objectives are met.
Role type
Senior IC help desk manager
Builds
Call and incident management services for retail and restaurant clients
Domain
IT Service Management / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, operational planning, recruitment and training, stakeholder partnership, process optimization, performance monitoring, audit management, project guidance, training coordination
Preferred skills
None stated
Technologies
MS Office (Word, Excel, Outlook, PowerPoint)
Responsibilities
Provide leadership and direction to large technical teams; coach supervisors to meet SLA objectives; plan and optimize call/incident management delivery; recruit, train, and develop multiple teams; partner with sales and country management to present capabilities; maintain relationships with key customers; adapt global processes to local requirements; monitor audits and team metrics; guide process improvements and special projects; conduct management meetings and activities.
Seniority
Senior, hands-on IC
