Cross-functional Support:

Manage support activities across HR, Finance, IT, and Procurement. Provide Level 2 escalation support for complex inquiries within any of the supported functions.
Coordinate with relevant departments to resolve cross-functional or systemic issues. Ensure adherence to service standards and continuous improvement in user experience. Lead and mentor team members to ensure timely resolution of customer concerns.

Team Leadership:

Manage and develop a team of Helpdesk support agents, providing guidance, training, and mentorship to enhance their performance. Foster a positive and collaborative team environment, ensuring a high level of employee engagement and motivation. Establish and monitor KPIs and SLAs across all service categories. Conduct regular performance reviews and implement development plans.

Service Quality and Continuous Improvement:

Continuously monitor and improve Helpdesk performance, ensuring that the team meets defined KPIs and SLAs. Develop and implement strategies for improving service quality, reducing response and resolution times, and increasing first-contact resolution rates. Implement and drive process improvements based on customer feedback, incident trends, and team performance analytics.

Customer Satisfaction:

Ensure high levels of satisfaction with end-user support through effective communication, timely responses, and issue resolution. Manage customer feedback and perform regular surveys or assessments to identify areas for improvement in service delivery. Act as a point of escalation for critical issues, ensuring a swift and appropriate response to complex or high-priority requests.

Reporting and Metrics:

Develop and maintain detailed reports on Helpdesk performance metrics (e.g., ticket volume, resolution time, satisfaction ratings) and provide regular updates to senior management. Track and analyze Helpdesk data to identify trends, recurring issues, and opportunities for optimization. Report on key performance indicators (KPIs) and service level compliance to senior leadership.

Technology and Tools:

Support the selection, implementation, and optimization of tools and technologies used for helpdesk support and ticketing

Ensure that systems are integrated and optimized to provide accurate, real-time performance insights for decision-making.
Cross-functional Support:

Manage support activities across HR, Finance, IT, and Procurement. Provide Level 2 escalation support for complex inquiries within any of the supported functions.
Coordinate with relevant departments to resolve cross-functional or systemic issues. Ensure adherence to service standards and continuous improvement in user experience. Lead and mentor team members to ensure timely resolution of customer concerns.

Team Leadership:

Manage and develop a team of Helpdesk support agents, providing guidance, training, and mentorship to enhance their performance. Foster a positive and collaborative team environment, ensuring a high level of employee engagement and motivation. Establish and monitor KPIs and SLAs across all service categories. Conduct regular performance reviews and implement development plans.

Service Quality and Continuous Improvement:

Continuously monitor and improve Helpdesk performance, ensuring that the team meets defined KPIs and SLAs. Develop and implement strategies for improving service quality, reducing response and resolution times, and increasing first-contact resolution rates. Implement and drive process improvements based on customer feedback, incident trends, and team performance analytics.

Customer Satisfaction:

Ensure high levels of satisfaction with end-user support through effective communication, timely responses, and issue resolution. Manage customer feedback and perform regular surveys or assessments to identify areas for improvement in service delivery. Act as a point of escalation for critical issues, ensuring a swift and appropriate response to complex or high-priority requests.

Reporting and Metrics:

Develop and maintain detailed reports on Helpdesk performance metrics (e.g., ticket volume, resolution time, satisfaction ratings) and provide regular updates to senior management. Track and analyze Helpdesk data to identify trends, recurring issues, and opportunities for optimization. Report on key performance indicators (KPIs) and service level compliance to senior leadership.

Technology and Tools:

Support the selection, implementation, and optimization of tools and technologies used for helpdesk support and ticketing

Ensure that systems are integrated and optimized to provide accurate, real-time performance insights for decision-making.​​​​​​​​​​​​​​​​​​​​​