Help Desk Manager

6 days ago


Lahore, Punjab, Pakistan beBeeInnovation Full time $50,000 - $75,000
IT Help Desk Lead Role

The IT Help Desk Lead is responsible for overseeing the information technology help desk and incoming tickets. This involves managing incident resolution, streamlining workflows, and developing innovative solutions to enhance user experience and optimize technology resource utilization.

Key Responsibilities
  • Coordinate administrative and technical workloads for the help desk team, ensuring seamless operations and excellent communication with staff.
  • Manage all tickets in the ticket queue and calls escalated by Tier 1 Technical Support, resolving or following up on them promptly and effectively.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, streamline workflow processes, and ensure adequate staffing levels to meet customer needs.
  • Serve as a liaison between team members, client management, and company management.
  • Develop processes and documentation for help desk procedures.
  • Evaluate user satisfaction and service delivery processes to identify areas of improvement.
  • Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.

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