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The IT Support manager is responsible for managing and developing the existing Helpdesk and Support function to achieve both excellence in customer and business satisfaction whilst promoting a process of continual improvement through the enforcement of strict KPI’s.
Organising the developing the Helpdesk and Support function in –line with best practices and the business and IT strategies
Get management buy-in for improving the help desk by demonstrating greater return on investment
Develop and maintain formal procedures for consistency and increased productivity
Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
Choose appropriate technology and other resources to maximize help desk effectiveness
Develop a customer care philosophy that ensures customer satisfaction
Analyse help desk performance through various statistical and reporting methods
Market the image of the help desk as a support group showcase that advances the IT vision and strategy
Must have a proven track-record in an IT support management position in a Contact Centre environment
Qualified to a sufficient standard in an information technology subject
Excellent communication skills both written and verbal