Help Desk Operations Program Manager

Job Reference: 30713-Help desk operations program manager
Company: RecruitArab - recruiter
Industry: Transportation and Logistics
Job Title: Help Desk Operations Program Manager

Location: Dubai, UAE

Position Overview:

We are seeking a highly motivated and experienced Help Desk Operations Program Manager to join our dynamic team in the Transportation and Logistics sector. The ideal candidate will be responsible for overseeing the daily operations of our help desk services, ensuring high levels of customer satisfaction, and driving continuous improvement initiatives. This role requires a strategic thinker with strong leadership capabilities and a deep understanding of help desk operations within a fast-paced environment.

Key Responsibilities:

- Lead and manage the help desk operations team, providing direction, support, and mentorship to ensure high performance and professional growth.
- Develop and implement help desk policies, procedures, and best practices to enhance service delivery and improve customer experience.
- Monitor and analyze help desk metrics and KPIs to identify trends, areas for improvement, and opportunities for efficiency.
- Collaborate with cross-functional teams, including IT, logistics, and customer service, to ensure seamless integration of help desk operations with overall business objectives.
- Serve as a point of escalation for complex customer issues, ensuring timely resolution and effective communication with stakeholders.
- Conduct regular training sessions and workshops for help desk staff to enhance their technical skills and customer service capabilities.
- Lead initiatives aimed at increasing customer satisfaction and loyalty, including feedback collection and analysis to inform service enhancements.
- Manage vendor relationships and liaise with third-party service providers to ensure service level agreements (SLAs) are met.
- Prepare and present reports on help desk performance, customer feedback, and operational improvements to senior management.
- Stay up-to-date with industry trends and best practices in help desk operations, applying relevant insights to enhance our services.

Qualifications:

- Bachelor's degree in Information Technology, Business Administration, or a related field.
- A minimum of 5 years of experience in help desk or IT support operations, with at least 2 years in a supervisory or management role.
- Previous experience in the transportation and logistics industry is highly desirable.
- Strong understanding of help desk software and ticketing systems (e.g., Zendesk, ServiceNow).
- Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Excellent communication and interpersonal skills, with a customer-oriented mindset.
- Proven ability to lead and motivate a team, fostering a positive and productive work environment.
- Strong analytical skills, with the ability to interpret data and make informed decisions.

What We Offer:

- Competitive salary and benefits package.
- Opportunity to work in a collaborative and innovative environment.
- Professional development and growth opportunities within a leading organization in the transportation and logistics sector.

Application Process:

If you are passionate about enhancing customer service and leading a high-performing help desk team, we encourage you to apply for this exciting opportunity.

Closing Date: 2024-09-18
Please send your application, including your resume and a cover letter, to: apply@emiratesrecruiter.com

We look forward to receiving your application!


Please inculde this job reference [30713-Help desk operations program manager] in the email when you send your application.

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