IT Change Manager/ IT Helpdesk Manager

Job Responsibilities:

• Managing the help desk team and evaluating performance.
• Ensuring customer service is timely and accurate on a daily basis.
• Leveraging a change management methodology, process, and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Providing input, documenting requirements, and supporting the design and delivery of training programs.
• Setting specific customer service standards and SLAs.
• Contributing to improving customer support by actively responding to queries and handling complaints.
• Establishing best practices throughout the entire technical support process.
• Following up with customers to identify areas of improvement.
• Developing recurring reports (on agreed frequency) on help desk team’s productivity.
• Defining and measuring success metrics and monitoring change progress.
• Supporting change management at the organizational level.
• Managing the change portfolio and identifying, analyzing, and preparing risk mitigation tactics.
• Conducting impact analyses, assessing change readiness, and identifying key stakeholders.
• Providing computer users with a service and working to solve their problems in the shortest possible time.
• Ensuring customer and user satisfaction.
• Providing a high level of service.

Soft Skills:

• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Ability to work on a team.
• Enabling the design, development, delivery, and management of key communications.
• Good leadership skills.

Desired Candidate Profile:

• BSc degree in Computer Science, Information Technology, or relevant field.
• ITIL or ITSM certification.
• Proven work experience as a Help Desk Manager.
• Up to 2 years of hands-on experience with help desk and remote control software.