IT Help Desk Manager
This role requires working shift and on-call patterns as part of a rotation process to support U.S customers.
My exciting client provides "World Class" Customer Service & Technical Support and are in the process of growing the company due to the early success, they are looking for an IT Help Desk Manager to oversee the daily operations of their help desk, ensuring the delivery of efficient and high-quality support for both internal teams and external customers. In this role, you will be responsible for managing a dynamic team, driving continuous improvement, and fostering seamless collaboration across the organization to resolve escalated issues.
Responsibilities:
* Manage the help desk team to deliver exceptional technical support.
* Develop and track key performance indicators (KPIs) to measure team performance and customer satisfaction.
* Collaborate with IT, engineering, and other departments to address escalated issues effectively.
* Implement scalable support processes to manage organizational growth.
* Drive continuous improvement in customer service by leveraging data insights to enhance help desk operations.
* Train, mentor, and manage help desk staff, promoting a culture of excellence.
* Maintain comprehensive documentation of support processes and resolutions.
Technical Skills:
* Proficiency in help desk management systems (e.g., Zendesk, ServiceNow).
* Strong knowledge of IT infrastructure, troubleshooting, and problem-solving techniques.
* Experience with data analysis and automation tools to improve support efficiency.
Non-Technical Skills:
* Ability to build trust quickly with internal teams and customers.
* Strong leadership, communication, and team-building skills.
* Excellent problem-solving abilities, especially in high-pressure situations.
* Proven track record of managing cross-functional collaborations effectively.
Education and Experience:
* A minimum of 6 years in technology management, including at least 3 years in a supervisory role.
Work Location:
* This is a hybrid position, combining remote work with in-person duties at our office in Cork, Ireland.
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