Helpdesk Manager

Job Description

The Helpdesk Manager will oversee the operations of the Helpdesk program at the assigned location, ensuring seamless assistance to elderly patients and their caregivers. The role involves supervising the helpdesk team, building partnerships with stakeholders, managing escalations, and ensuring compliance with organizational policies. The Helpdesk Manager will also focus on operational efficiency, service quality, and program expansion to enhance the overall experience of elderly individuals at healthcare facilities.

Key Responsibilities :

1. Operational Management

• Lead and manage day-to-day operations of the programme , ensuring efficient service delivery.
• Monitor patient flow and allocate resources to maximize support for elderly individuals.
• Develop and implement processes to streamline helpdesk functions, including SOP adherence.
• Ensure all helpdesk personnel meet key performance indicators (KPIs) and deliver exceptional service.

2. Team Leadership

3. Stakeholder Engagement

4. Patient and Case Management

5. Reporting and Documentation

6. Volunteer Management

7. Strategic Development and Program Expansion

8. Compliance and Quality Assurance

Requirements

Qualifications & Experience :

Requirements

Strong leadership and team management capabilities. Excellent communication and interpersonal skills, particularly with elderly patients and healthcare professionals. Knowledge of healthcare systems, geriatric care, and welfare programs. Analytical and problem-solving abilities for handling escalated cases and operational challenges. Ability to multitask, prioritize workloads, and meet deadlines in a dynamic environment. Proficiency in Microsoft Office Suite and experience with MIS systems. Empathy, patience, and a commitment to serving elderly populations. Qualifications & Experience : Master’s degree in Social Work, Healthcare Management, or a related field is preferred. Minimum of 3-5 years of experience in a leadership role within healthcare or social services, with a focus on elderly care. Proven track record in program management, stakeholder coordination, and team supervision. Familiarity with hospital operations, helpdesk management, and public welfare schemes is desirable.