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As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.ResponsibilitiesManage the help desk team and evaluate team performanceEnsure customer service is timely and accurate dailyRecruit, train and support help desk representatives and techniciansSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly, and monthly reports on help desk team’s productivityProvide customer feedback to the appropriate internal teams, like product developersWork to continuously improve the issue type and request type options for our specific environmentContinuously review and analyze ticket counts by issue and request type and resolution codes to identify ways to improve IT’s communication or to identify areas to improve user experience in ways that reduce the overall ticket count