Description:
EXP is seeking an experienced Helpdesk Manager to oversee its global IT support for all employees by providing high level customer support for all technology systems. Implement policies, procedures, and plans that will maximize productivity of staff and minimize the need of the Helpdesk support.
What a day at EXP has in store for you
- Manage and oversee the helpdesk team and evaluate overall performance.
- Set clear performance goals and expectations for the helpdesk team and provide feedback on their progress.
- Provide training and mentoring opportunities to help staff develop their skills and knowledge.
- Foster a positive and collaborative work environment that encourages open communication and teamwork and creates a culture of customer service and partnership with the users.
- Provide efficient call management and monitor incoming calls and the status of open tickets, expediting their resolution to ensure timely support. Assist in exculpation of tickets as required.
- Actively participate in the planning of new technology rollout. Prepare the helpdesk staff for each event to make sure the rollout effort is successful.
- Prepare monthly Helpdesk Reports. Analyze the performance relative to the agreed upon SLA’s.
- Monitor the client satisfaction for the helpdesk services.
- Participate in the Annual budgeting process for the call center and Overall IT.
What your experience looks like
- Bachelor’s degree in computer science, Information Technology, or equivalent proven experience
- Proven work experience running a call centre /help desk (5 years minimum)
- The position is Hybrid with a minimum of 3 days required in the office each week.