SmartPTT is looking for an experienced Help Desk Manager to lead the help desk team and ensure efficient, high-quality technical support for clients and internal users. This role is central to maintaining seamless service delivery and improving support processes across the organization.
What You'll Do
- Manage the daily operations of the help desk team, including scheduling, training, and performance management
- Develop and implement support policies, procedures, and standards to improve service quality
- Serve as the escalation point for complex technical issues and coordinate resolutions in a timely manner
- Monitor help desk performance metrics and prepare reports to identify trends and areas for improvement
- Collaborate with IT and other departments to ensure seamless service delivery
- Maintain a knowledge base of common issues and solutions to aid in faster problem resolution
- Ensure high levels of customer satisfaction through effective communication and issue resolution
Team & Environment
- Team size:
- Team structure:
- Reports to:
Benefits & Compensation
- Salary:
- Equity:
- Other compensation:
Work Mode
- Work type:
- Locations:
- Flexibility:
SmartPTT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
