Helpdesk Operations Manager

hace 3 días


San Francisco, Heredia, Costa Rica Bill Gosling Outsourcing A tiempo completo

**Job Title:** Helpdesk Operations Manager

We are seeking a seasoned Helpdesk Operations Manager to join our team at Bill Gosling Outsourcing. As a key member of our global helpdesk team, you will be responsible for overseeing the daily activities of our helpdesk operations, developing strategies to improve processes and procedures, and collaborating with cross-functional teams to drive business growth.

**Key Responsibilities**

  • Oversee the daily activities of the helpdesk team, ensuring that customer inquiries are addressed promptly and efficiently.
  • Develop and implement strategies to improve helpdesk processes and procedures, resulting in enhanced productivity and better customer satisfaction.
  • Collaborate with the operational, support, and management teams to maintain a consistent standard of service quality.
  • Analyze data and metrics to identify areas for improvement and recommend process enhancements.
  • Ensure compliance with company policies and procedures, as well as adherence to industry standards and best practices.

**Requirements**

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum 5 years of experience in a technical leadership role within an IT organization.
  • Proven track record of delivering excellent customer service and leading high-performing teams.
  • Strong technical knowledge of computer systems, networks, security, hardware, software, and virtual environments.
  • Ability to analyze complex problems and develop effective solutions.
  • Excellent communication and interpersonal skills.


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