Our Help Desk team assists company employees and also investigates bugs that have been reported to us.
This team is the key point through which all problems and bugs come in, and they work very closely with the developers to investigate issues and decide how to solve them.
For this team, we are looking for a strong manager/team leader who will control all stages of work workload and prioritize properly.
Requirements:
- Good communication skills in English — intermediate level and higher speaking and writing
- Technical education (Computer Science, Information Technology, or a related field)
- At least two years of experience as a Help Desk Manager or Technical Support Team Lead role ( minimum team size — 5 team members ) – continuous improvement of team processes, SLAs, task tracker usage, team reports, etc.
- Strong technical / troubleshooting background related to various Backend / Frontend / Product issues
- Experience with Google Analytics and paid traffic flows ( traffic sources / trackers / conversions / webhooks / etc )
- High responsibility level
Responsibilities:
- Managing the help desk team and evaluating performance
- Ensuring business users’ support (internal) is timely and accurate on a daily basis
- Providing education and onboarding to users
- Develop and implement policies and procedures
- Develop daily, weekly, and monthly reports on the help desk team’s productivity
- Solving any technical and organizational issues