Help Desk Manager - Lagos Mainland

Job brief
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rnWe are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
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rnAs a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
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rnUltimately, you should be able to ensure high quality technical support and increase client satisfaction.
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rnResponsibilities
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rnManage the help desk team and evaluate performance
rnEnsure customer service is timely and accurate on a daily basis
rnRecruit, train and support help desk representatives and technicians
rnSet specific customer service standards
rnContribute to improving customer support by actively responding to queries and handling complaints
rnEstablish best practices through the entire technical support process
rnFollow up with customers to identify areas of improvement
rnDevelop daily, weekly and monthly reports on help desk team’s productivity
rnProvide customer feedback to the appropriate internal teams, like product developers
rnRequirements
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rnProven work experience as a Help desk manager
rnHands on experience with help desk and remote control software
rnSolid technical background with an ability to give instructions to a non-technical audience
rnCustomer-service oriented with a problem-solving attitude
rnExcellent written and verbal communications skills
rnTeam management skills
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