Help Desk Manager

Location: Ikeja, Lagos
Employment Type: Full-time

Description

• We are currently seeking a highly qualified Help Desk Manager to join our team. In this role, you will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues.

Responsibilities

• Set specific customer service standards
• Establish best practices through the entire technical support process
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Manage the help desk team and evaluate performance
• Follow up with customers to identify areas of improvement
• Provide customer feedback to the appropriate internal teams, like product developers
• Ensure customer service is timely and accurate on a daily basis
• Contribute to improving customer support by actively responding to queries and handling complaints
• Recruit, train and support help desk representatives and technicians

Requirements and skills

• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Hands on experience with help desk and remote control software
• Team management skills
• Excellent written and verbal communications skills