Help Desk Manager

1 week ago


Malvern, Pennsylvania, United States 3SI Security Systems Full time
Job Overview:

As a Technical Support Supervisor at 3SI Security Systems, you will be responsible for leading our Technical Support Team and providing guidance, coaching, and mentorship to staff members. This role involves supervising daily operations, improving internal and external customer experiences, managing work volumes, leading critical departmental projects, handling escalated issues, and partnering with leadership to ensure world-class support.

Key Performance Indicators:

  • SUCCESSFULLY SUPERSVISE DAILY OPERATIONS
  • IMPROVE INTERNAL AND EXTERNAL CUSTOMER EXPERIENCES
  • MANAGE WORK VOLUMES EFFECTIVELY
  • LEAD CRITICAL DEPARTMENTAL PROJECTS
  • HANDLE ESCALATED ISSUES PROFESSIONALLY

Requirements:

  • Bachelor's degree in Computer Science or related field (or equivalent industry experience).
  • 3-5 years of professional experience in a relevant customer-facing technical support role.
  • 1-3 years of leadership experience of a customer-facing support department.
  • Strong technical aptitude with the ability to traverse complicated technical communications and scenarios.

About the Role:

This is a hybrid role, with the office based out of Malvern, PA. You will work an average of 1 day per week in-office and may require additional in-office days for initial trainings and future meetings.


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