Manager - Help Desk

Job description The Manager Help Desk will lead the Help Desk function to ensure effective and empathetic communication with stakeholders, beneficiaries, and internal teams. This role is critical to maintaining accountability and transparency within programs by managing a team responsible for collecting, analyzing, and reporting qualitative and quantitative data. Through direct outreach, the Help Desk plays a key role in assessing program effectiveness and enhancing beneficiary experiences. Key Responsibilities: 1. Help Desk Operations Management: Oversee day-to-day operations of the Help Desk team to ensure timely and effective execution of activities. Design and implement efficient workflows for data collection, stakeholder feedback, and reporting mechanisms. Ensure accurate, respectful, and responsive communication with program beneficiaries, community members, and field teams. 2. Team Leadership: Recruit, train, and mentor Help Desk team members to build capacity and drive performance. Allocate tasks, monitor execution, and ensure alignment with organizational timelines and goals. Conduct regular review meetings to assess progress, resolve challenges, and identify opportunities for process improvement. 3. Data Collection & Analysis: Ensure high-quality qualitative and quantitative data collection through structured stakeholder interactions. Collaborate with the Monitoring & Evaluation (M&E) team to design data collection tools and scripts. Oversee data entry, cleaning, and validation processes to ensure data integrity. Analyze and synthesize data to generate actionable insights and reports. Share feedback and key trends with relevant departments to enhance program implementation and delivery. 4. Stakeholder Communication & Engagement: Establish and maintain effective outreach protocols for stakeholder engagement, grievance redressal, and feedback loops. Monitor Help Desk interactions to ensure they reflect the values and professionalism of Educate Girls. Address escalated concerns and ensure timely resolution of unresolved queries. 5. Quality Assurance & Compliance: Ensure adherence to organizational policies regarding data privacy, confidentiality, and compliance. Conduct periodic audits of Help Desk operations to identify gaps and implement corrective actions. Introduce and institutionalize innovative practices to continually enhance Help Desk service quality. Key Skills & Competencies: Strong organizational and multitasking abilities. Excellent verbal and written communication skills in English and Hindi. Basic understanding of adult learning and training principles. Familiarity with data management systems and dashboard tools. Analytical mindset with a problem-solving approach and keen attention to detail. Qualifications & Experience: Bachelors or Masters degree in Social Sciences, Management, or a related field. 5–7 years of relevant experience in managing a Help Desk, customer support function, or similar role in the development or corporate sector. Proven experience in leading teams and engaging with diverse stakeholder groups. Solid understanding of qualitative and quantitative data collection methodologies and tools. Attributes for Success at Educate Girls: Passion for social impact and a commitment to gender equality in education. High levels of integrity, accountability, and empathy. Adaptability and openness to feedback. Ability to work collaboratively in a fast-paced, mission-driven environment. Role: Customer Success, Service & Operations - Other Industry Type: NGO / Social Services / Industry Associations Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills EvaluationCustomer SupportHelpdeskHelpdesk ManagementMonitoring Team ManagementEscalation ManagementExcelGrievance RedressalQuality ManagementDashboardsMIS Reporting