Lead Helpdesk-Goregoan

Job Summary:
The Lead Helpdesk is responsible for overseeing the HR helpdesk team to ensure efficient and timely resolution of employee queries related to HR policies, benefits, payroll, and general employee relations. This role involves managing daily operations, ensuring adherence to service level agreements (SLAs), providing leadership and support to the team and working closely with HR departments to ensure high employee satisfaction.

Key Responsibilities:
- Team Leadership & Supervision:
- Lead, coach, and mentor the HR helpdesk team to ensure they provide efficient and accurate
responses to employee queries.
- Set performance expectations, monitor individual and team performance, and provide regular
feedback.
- Ensure the team’s adherence to SLAs, ensuring timely resolution of HR-related inquiries.
- Employee Query Management:
- Oversee the management of all HR-related inquiries received through the
- Escalate complex or unresolved issues to relevant HR departments or specialists as needed.
- Ensure that employee queries are tracked, categorized, and reported in line with company
policies.
- Process Improvement:
- Continuously review and improve HR helpdesk processes to enhance efficiency and employee satisfaction.
- Implement and update helpdesk procedures, ensuring they remain aligned with HR policies and business goals.
- Collaborate with HR, IT, and other departments to ensure the helpdesk system is fully functional and up to date.
- Data Management & Reporting:
- Analyze helpdesk metrics and performance data to identify trends, areas for improvement, and issues.
- Prepare regular reports on helpdesk performance, including response times, employee
satisfaction, and case resolution metrics.
- Ensure accurate documentation and record-keeping of helpdesk interactions and resolutions.
- Employee Education & Communication:
- Develop and maintain a knowledge base of HR-related issues for the helpdesk team and
employees.
- Ensure employees are kept informed about new or updated HR policies and procedures.
- Conduct training sessions for helpdesk staff on HR policies, systems, and tools to enhance service quality.
- Stakeholder Management:
- Serve as a point of contact for escalated issues and work with HR leaders to resolve complex or sensitive employee matters.
- Build and maintain strong relationships with HR departments (compensation, benefits, payroll and employee relations) to ensure alignment on processes and issue resolution.