Helpdesk Manager

SUMMARY:
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POSITION INFO:

HelpDesk Manager:

Key Responsibilities:
Team Leadership:
- Recruit, train, and mentor a team of helpdesk support specialists and technicians.
- Foster a collaborative and positive team environment to enhance performance and employee satisfaction.
- Set clear performance goals, monitor results, and conduct performance reviews.

Customer Support Management:
- Oversee the helpdesk system, ensuring that all client issues are logged, tracked, and resolved timely.
- Implement best practices for customer service to enhance client experiences and satisfaction.
- Develop and maintain a comprehensive knowledge base, FAQs, and training materials for clients and staff.

Technical Issue Resolution:
- Provide advanced technical support for software issues related to our SAAS offerings.
- Collaborate with technical teams to resolve complex issues and communicate solutions back to clients.
- Analyze helpdesk trends and root causes of recurring issues to formulate preventative measures.
- Process Improvement:

o Continuously evaluate helpdesk processes and workflows to identify areas for improvement.
o Implement tools and technologies to streamline operations and enhance service delivery.
o Develop and track key performance indicators (KPIs) for the helpdesk team to measure success and identify opportunities for growth.

Client Relationship Management:
- Establish and maintain strong relationships with clients, client success team and stakeholders.
- Conduct regular reviews and gather client feedback to enhance service offerings.
- Serve as a point of escalation for critical client issues and ensure they are addressed effectively.

Reporting and Analysis:
- Prepare reports on helpdesk performance metrics, trends, and client feedback.
- Use analytics to drive decision-making and improve service delivery.
- Present findings and recommendations to senior management and stakeholders.

Qualifications:
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Proven experience in a helpdesk or technical support role, with at least 3 years in a managerial or supervisor capacity, preferably in a SAAS or ERP systems support environment.
- Strong knowledge of ticketing systems, customer relationship management (CRM) software, and remote support tools.
- Familiarity with the tourism industry and its software solutions is a plus.
- Excellent interpersonal and communication skills, with a strong customer service orientation.
- Ability to work under pressure and manage multiple priorities effectively.
- Strong problem-solving skills and technical acumen.

Benefits:
- Competitive salary and performance-based bonuses.
- Opportunities for professional development and training.
- Flexible working arrangements and a supportive work environment.
- A dynamic and innovative company culture focused on making an impact in the tourism industry.

Email: