Helpdesk/technical Support Manager

[JCCR6]

Helpdesk/Technical Support Manager

JOB RESPONSIBILITIES

• To manage a technical support / help desk team

• Provide tier one support for corporate clients using our proprietary application.

• Ensure that ticketing software and contact center software are properly configured to maximize quality of customer service

• Responsible for the design and distribution of daily, weekly and monthly reports which apprise senior IT management of call center statistics

• Maintain knowledge base to ensure help desk calls are as efficient as possible.

• Hire and coach/train the IT personnel that will report to this position. Mentor team members on technical issues as well as customer service skills.

QUALIFICATIONS

• Bachelor degree in IT

• At least 3 years experience as help desk team leader

• Experience using and maintaining help desk ticketing system and contact center software

• Must have excellent communication skills

• Must be Fluent in English

• Hard working, independent and a good team player with minimal supervision.

• Ability to manage multiple projects, while maintaining focus on quality and deadlines

• Experience with Microsoft XP and desktop applications

A work permit will be provided.

Please submit your full application in English along with detailed resume, expected salary and recent photo to:

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