Job Type: Full Time
Job Category: IT

Job Description

Manage and support a team of Help Desk technicians

Implement innovative staffing and scheduling models for guaranteed coverage

Training and development, performance evaluations

Monitor team performance and develop feedback reports for management

Select, interview and hire additional Help Desk technicians in accordance with organizational


Choose appropriate technology and other resources to maximize help desk effectiveness

Communicate with clients and provide in-person/phone support when needed

Troubleshoot and resolve technical issues

Manage escalations and ensure any issues are resolved in a timely manner

Develop a customer care philosophy that ensures customer satisfaction

Analyze help desk performance through various statistical and reporting methods 

Required Skills
Technical Project Manager

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