Qu looking for an enthusiastic Help Desk Manager to join our team.
Help Desk Managers play a crucial role in overseeing and supporting customers throughout the successful deployment of our product line. This involves collaborating with customer technical resources, 3rd party implementation teams, and internal stakeholders. The ideal candidate will have a strong passion for technology, excel in building customer relationships, possess excellent communication skills, and thrive in delivering exceptional customer service.
- Manage and lead a team of help desk technicians, providing guidance, support, and mentorship.
- Oversee the day-to-day operations of the help desk, ensuring efficient resolution of customer issues and requests.
- Develop and implement support procedures, policies, and standards to ensure consistent service delivery.
- Handle escalations and complex technical issues, ensuring timely resolution and customer satisfaction.
- Collaborate with cross-functional teams to identify and implement process improvements for enhanced efficiency.
- Monitor help desk performance metrics, analyze trends, and generate reports for management review.
- Conduct regular training sessions for the help desk team to enhance technical skills and customer service abilities.
- Maintain knowledge base and documentation for troubleshooting procedures and best practices.
- Act as a point of contact for critical incidents and ensure appropriate response and resolution.
- Foster a positive and collaborative work environment within the help desk team.
- Excellent customer service skills
- Strong analytical and problem-solving abilities
- Adaptability to a rapidly changing environment
- Exceptional verbal and written communication skills
- Experience in Procurement and Vendor Management
- Proficiency in project tracking software (e.g., Jira, Smartsheet, Salesforce)
- Detail-oriented and organized with a drive to make a significant impact in a dynamic industry
- Ability to work independently under tight deadlines
- Previous experience in restaurants or related fields
- Capability to maintain composure under stress or when dealing with emotional clients
- Two (2) years of relevant experience in Information or POS Technology
- Proven ability to troubleshoot complex problems and provide solutions
- Self-starter with effective issue triaging skills
- Background in IT infrastructure, Restaurant/Hospitality, POS implementation, procurement, and sales ordering
- Willingness to travel and work flexible hours based on customer needs
Minimum Experience We’re Looking For
- Work Remotely: Yes
- Travel: Yes (When needed)
- This job description provides a comprehensive overview of the Help Desk Manager role, outlining key responsibilities and qualifications needed for success in this position.