1. Team Leadership
- Supervise the helpdesk team (Level 1 and sometimes Level 2 support agents).
- Allocate and prioritize incoming support tickets.
- Provide coaching, mentoring, and performance feedback to helpdesk agents.
- Manage scheduling, ensuring coverage for different shifts if needed.
2. Technical Support Oversight
- Ensure tickets are handled efficiently, professionally, and within SLAs (Service Level Agreements).
- Handle complex or escalated technical issues that junior staff can't solve.
- Maintain high standards for troubleshooting and documentation.
3. Customer/End-User Communication
- Ensure excellent service to internal or external users.
- Follow up with users on unresolved issues or complaints.
- Communicate downtime, incidents, and updates clearly to affected users.
4. Reporting and Metrics
- Track ticket volumes, resolution times, customer satisfaction scores, and other KPIs.
- Produce regular reports for IT managers or senior leadership.
- Identify patterns or recurring problems and suggest long-term fixes.
5. Process Improvement
- Create, update, and enforce helpdesk policies, knowledge base articles, and standard operating procedures (SOPs).
- Recommend tools or process upgrades to improve efficiency (like better ticketing systems, chatbots, etc.).
6. Collaboration
- Work closely with other IT teams (Network, Systems, Security) to escalate and resolve major issues.
- Participate in change management and incident management processes.
7. Training and Development
- Onboard new helpdesk staff.
- Organize continuous learning (e.g., new software rollouts, cybersecurity training).
