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    Help Desk Manager - Washington, United States - Lprs

    Lprs
    Lprs Washington, United States

    2 weeks ago

    Default job background
    Description


    The Help Desk Manager manages and evaluates the performance of a help desk team, ensuring timely and accurate customer service.

    Recruit, train, and support help desk representatives and technicians. Establish customer service standards, contribute to improving customer support, and provide feedback to internal teams.

    The role also involves developing reports on team productivity and maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.

    Responsibilities
    Leading a technical support team
    Overseeing customer service operations
    Ensuring the timely resolution of technical issues
    Possessing a solid technical background and customer service experience
    Managing and supporting a team of help desk technicians
    Mentoring your team, providing training, and conducting performance evaluations
    Monitoring team performance and developing feedback reports for management
    Communicating with clients and providing in-person and phone support, if required
    Qualifications


    Minimum of eight (8) years' experience or equivalent combination of education and training that provides for the required knowledge, skills, and abilities.

    Bachelor of Science and ITIL Certification preferred.
    Solid technical background with an ability to give instructions to a non-technical audience.
    Customer-service oriented with a problem-solving attitude.
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