Description :

Title - IT Help Desk  Manager

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Team Management:

• Supervise, mentor, and coach a team of IT support technicians.
• Allocate resources effectively to meet service level agreements (SLAs) and prioritize tasks.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive and collaborative work environment.

Technical Support:

• Serve as an escalation point for complex technical issues.
• Assist team members in troubleshooting hardware, software, and network problems.
• Ensure timely resolution of support tickets and maintain accurate records.
• Stay updated on latest technologies and best practices in IT support.

Process Improvement:

• Develop and refine IT support processes to enhance efficiency and effectiveness.
• Implement tools and systems to streamline ticket management and reporting.
• Analyze support metrics to identify trends and areas for improvement.
• Proactively address recurring issues and minimize downtime.

Customer Service:

• Promote a customer-centric approach to IT support.
• Monitor customer satisfaction levels and implement strategies for improvement.
• Communicate effectively with end users to understand their needs and expectations.
• Handle escalated customer complaints and ensure timely resolution.

Vendor Management:

• Liaise with vendors and third-party service providers to resolve technical issues.
• Negotiate contracts and service level agreements to ensure cost-effective solutions.
• Evaluate vendor performance and make recommendations for improvement.

Training and Development:

• Coordinate training programs to enhance technical skills and knowledge of team members.
• Provide ongoing professional development opportunities for the IT support team.
• Encourage certification and continuous learning to keep pace with industry advancements.