Help Desk Manager

7 days ago

Nashville, United States Technology Lab Full time

Position: Help Desk Manager

Location: In-Office, Nashville

Under the supervision of the Vice President of Operations, the Help Desk Manager is responsible for overseeing the daily operations of the help desk team, ensuring excellent service delivery and customer satisfaction. The Help Desk Manager plays a crucial role in managing and mentoring the help desk staff, optimizing processes, and maintaining high-quality white glove standards.

  • Supervise Help Desk and Field Technicians: Lead and supervise the help desk team, ensuring smooth operations, and exceptional customer support. Plan, organize, and direct the work of help desk support staff, schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties.
  • Team Management: Manage the performance, development, and training of help desk technicians, ensuring they have the necessary skills and knowledge to provide excellent support.
  • Incident Management: Oversee the timely and effective resolution of customer incidents, ensuring that SLAs and response time targets are met.
  • Customer Relationship Management: Foster positive relationships with customers by providing exceptional service, addressing their concerns, and ensuring their satisfaction by maintaining a 98% CSAT score.
  • Process Improvement: Continuously assess and optimize help desk processes, workflows, and tools to enhance efficiency and service quality.
  • Metrics and Reporting: Monitor and analyze help desk performance metrics, generate reports, and provide insights to management, identifying trends and areas for improvement.
  • Escalation Management: Handle and resolve escalated customer issues, ensuring proper communication, follow-up, and timely resolution.
  • Collaboration: Collaborate with cross-functional teams, including client relations, project managers, technicians, and engineers, to ensure efficient service delivery and problem resolution.
  • Documentation and Knowledge Base: Assist in the creation and maintenance of help desk documentation, knowledge base articles, and standard operating procedures (SOPs).
  • Stay Current: Keep up to date with industry trends, best practices, and emerging technologies to enhance the help desk team's skills and knowledge.
  • Perform related duties as assigned by the Vice President of Operations, or a member of leadership as situations or as the needs dictate.
Requirements:
  • Technical Skills: Strong knowledge of IT systems, networks, and infrastructure, as well as experience with help desk software and ticketing systems. 3 -5 years' experience in IT support or help desk roles and 5 years experience in a supervisory or leadership position within a help desk environment is highly desirable.
  • Leadership Skills: ability to lead, mentor, and motivate a team, and drive performance and results.
  • Customer Focus: Excellent customer service skills with a commitment to ensuring customer satisfaction.
  • Problem-Solving: Strong analytical and problem-solving abilities, with the capacity to handle complex issues and make informed decisions.
  • Communication: Exceptional verbal and written communication skills, with the ability to effectively communicate technical information to non-technical users.
  • Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
  • Certifications: Relevant certifications such as MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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