IT Helpdesk Manager (WFH)

At least 5 years of proven managerial experience in information technology is a MUST for this position. The IT Helpdesk Manager role also requires outstanding communication skills.

Responsibilities:

Supervise and manage the helpdesk support provided to end-users.
Respond to and resolve escalated and high-priority calls for support.
Plan and implement office policies and procedures.
Ensures compliance with policies & procedures.
Receive, record, and respond to helpdesk requests from end-users.
Provide information and assistance related to products and services.
Troubleshoot and resolve issues and queries.
Oversee the recruiting procedure and develop training for newcomers.
Evaluate staff performance.
Make sure that staff always provide exceptional customer service.
Provide coaching sessions to all members of the team
Prepare monthly reports of help requests.
Develop and implement policies and procedures.
Set specific customer service standards.
Set specific customer service KPIs.
Measure and prepare reports on KPIs.
Follow up with customers to identify areas of improvement.
Provide customer feedback to the appropriate internal teams, like product developers.

Work Arrangement: 100% Remote work set-up

We are looking for someone who can work with us full-time. This job is not for OUTSOURCING. Only shortlisted candidates will be contacted. Hence, please send your resume along with your answers to the following questions:

What is your salary expectation?
Are you amenable to working on a permanent graveyard shift?
Do you have a reliable Internet Service?
Can you work in a noise-free environment?
Are you okay with having your camera on for most of the time?
Can you commit to not disclosing company confidential information to others or let others do your job?

NOTE: Your application will not be reviewed without an updated resume and answers to the questions above.