Description

Job Summary: As the Help Desk Manager, you will be responsible for leading the IT support team to provide excellent customer service and resolve end user technical issues.

You should have a strong management and technical background, as well as customer service experience. An empathetic and problem-solving attitude? plus the ability to motivate your team toward specific goals? are all essential skills to perform well in this position.

Key Responsibilities: The Technical Support Supervisor is responsible for overseeing the technical support team and working to restore service as quickly as possible or escalating issues to the appropriate Information Technology support person.?

• Manage the help desk team and evaluate performance.
• Actively monitors support ticket queue to ensure technical support for end users within service levels, addressing hardware, software, and network-related issues promptly and efficiently.
• Maintain timely and accurate customer service on a daily basis.
• Recruit, train, and support help desk representatives and technicians.
• Set high customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with end users to identify areas of improvement.
• Develop daily, weekly, and monthly reports on help desk team’s productivity.
• Provide end user feedback to the appropriate internal teams.
• Maintain knowledge base content, ensuring support articles are accurate and remain current.

Requirements

Qualifications and Skills:

• Proven management experience is required.
• Familiarity with Point-of-Sale systems, inventory control, and ecommerce platforms.
• Experience working in the restaurant, hospitality, or retail industry.
• Hands-on experience with help desk software (Freshservice knowledge is a plus, but not required).
• Excellent written and verbal communications skills.
• Ability to interact effectively with diverse stakeholders, including restaurant staff, management, and external vendors.
• Customer-service orientation with a problem-solving? can-do attitude.
• Bachelor’s degree in Computer Science? Information Technology, or equivalent work experience.