Manage the IT/help desk team and evaluate performance
Provide hands-on technical support and troubleshooting for a variety of hardware, software and network issues
Establish best practices throughout the entire technical support process
Follow up with customers to identify areas of improvement
Ensure customer service is timely and accurate on a daily basis
Develop daily, weekly and monthly reports on help desk team’s productivity
Recruit, train and support help desk representatives and technicians
Coordinate with other IT departments to resolve complex issues and improve service delivery