IT Support Helpdesk

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 affe...