Help Desk Operations Manager

2 days ago


Cebu City, Central Visayas, Philippines Eteam Workforce Private Corporation Full time
Job Title: Help Desk Operations Manager

We are seeking an experienced Help Desk Operations Manager to oversee the day-to-day operations of our team of skilled IT Analysts at Eteam Workforce Private Corporation. As a Technical Support Supervisor, you will be responsible for driving a culture of continuous improvements, new approaches, and personal excellence.

Responsibilities:

* Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
* Develop and implement quality assurance strategies to ensure the delivery of world-class service.
* Continuously check for accuracy of results and communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their client.
* Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
* Interview candidates for new positions and ensure personnel issues are dealt with in a timely manner, including disciplinary actions.
* Take escalated issues from customers and apply understanding and knowledge of information systems products and services to assist users.

Requirements:

* 2 – 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
* 1 - 2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience
* 1 - 2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
* Outcome-oriented with a commitment to achieving personal, client, and company goals.
* Ability to work in a fast-paced environment and maintain focus on key priorities.
* Strong understanding of the call center environment and the key levers to enhance performance.
* Must be able to work independently.
* Must be able to work a flexible schedule to accommodate DR situations during off hours.
* Strong interpersonal skills.
* Strong Leadership skills.
* Disaster Recovery (DR) experience is a plus.
* Strong customer service skills.
* Ability to understand and follow oral and written instructions.
* Strong English (verbal and written) skills.
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