Helpdesk Manager

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

• Supervise and guide the helpdesk team, ensuring their roles align with program objectives.
  
• Conduct regular team meetings to discuss goals, progress, and challenges.
  
• Organize and facilitate training sessions to improve staff knowledge and skills in elderly care.
  
• Handle recruitment, onboarding, and performance evaluations for helpdesk staff and volunteers.

3. Stakeholder Engagement

• Build and maintain relationships with key stakeholders, including hospital authorities, government agencies, old age homes, NGOs, and volunteers.
  
• Coordinate with the geriatric department and other hospital units to address patient needs effectively.
  
• Represent the helpdesk in meetings, seminars, and events, advocating for elderly care.

4. Patient and Case Management

• Supervise the resolution of elderly patients' issues, including obtaining doctor appointments, medicine procurement, and counseling services.
  
• Oversee case management, including the documentation of patient details, follow-up actions, and referrals.
  
• Ensure timely response to escalated cases and coordinate with appropriate authorities when needed.

5. Reporting and Documentation

• Maintain accurate records of helpdesk activities, including patient logs, case studies, and follow-up reports.
  
• Prepare monthly and quarterly reports for the National Program Manager, highlighting key achievements, challenges, and recommendations.
  
• Monitor data collection and ensure compliance with reporting standards and formats.

6. Volunteer Management

• Develop and implement strategies for effective volunteer engagement and duty allocation.
  
• Conduct orientation sessions for volunteers and evaluate their contributions regularly.

7. Strategic Development and Program Expansion

• Identify gaps in service delivery and propose actionable strategies for improvement.
  
• Explore opportunities to expand the helpdesk program to additional locations or partnerships.
  
• Collaborate with the National Program Manager to draft proposals and budgets for program enhancement.

8. Compliance and Quality Assurance

• Ensure helpdesk operations comply with organizational policies, hospital guidelines, and local regulations.
  
• Conduct regular audits to maintain service quality and identify areas for improvement.

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.