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Wanted Client Support Manager (Helpdesk Manager) (Accra)


A reputable multinational company engaged in the provision of trade solutions and advisory services to both the public and private sectors has vacancy for a dynamic person to join its winning team as :

Client Support Manager


• Manage a team providing high quality Level 1 and Level 2 Support for business and office applications, hardware and networks deployed countrywide.

• Ensure end users are given timely and efficient technical support

• Manage the day to day operations of the both a Help Desk and a Field Support Team

• Review the performance of staff, identify training needs and plan training sessions

• Prepare statistics and reports on Incident trends and performance levels of team members

• Monitor team performance against specified SLAs

• Work with Level 3 Support to identify, analyse and resolve problems

• Manage deployed office IT assets

• Handle the most complex customer complaints and enquiries.

Qualification and Experience

• Minimum of a First Degree in Information Technology.
• Minimum of three Protected content applicable/related experience in a similar position within a progressive work environment.
• Familiar with ITIL framework of best practices; trained to minimum of ITIL Foundation level
• Must be customer service oriented.
• Proven ability to deliver under pressure.
• Must be well organized with good interpersonal skills.
• Ability to maintain a high level of confidentiality in operations.