Technical Support Operations Manager

2 weeks ago


Little Rock, Arkansas, United States Genesis Datacom Full time
Position Overview

Genesis Datacom, a prominent provider of technology solutions, is seeking a Help Desk Manager to lead our support operations.

In this role, you will be tasked with managing the daily functions of our help desk division. Your leadership will be essential in guaranteeing that our clients receive prompt and effective technical assistance, troubleshooting, and issue resolution. You will also oversee a team of help desk professionals, offering training and support to ensure they provide outstanding customer service.

This position is ideal for a seasoned expert who excels in a vibrant, fast-paced environment. The successful candidate will possess a robust technical foundation, exceptional communication abilities, and a dedication to delivering superior customer service.


Key Responsibilities
  • Lead the Help Desk team, including recruitment, training, and performance assessment
  • Establish and enforce best practices and standard operating procedures for the help desk
  • Ensure timely assignment and resolution of incoming support requests
  • Evaluate the efficiency and effectiveness of the help desk operations
  • Work collaboratively with other departments to facilitate effective communication and problem-solving
  • Identify opportunities for enhancements to improve the overall customer experience
  • Provide technical support and troubleshooting as needed
Qualifications
  • Bachelor's degree in information technology or a related discipline
  • A minimum of 5 years of experience in a help desk or technical support capacity
  • Demonstrated experience in leading a help desk team
  • Strong technical acumen with knowledge of networking, operating systems, and software applications
  • Excellent communication and interpersonal skills
  • Ability to thrive under pressure and manage multiple tasks
  • Strong analytical and decision-making skills
  • Customer-focused approach with a commitment to exceptional service delivery.
Compensation and Benefits
  • Comprehensive Health Care Plan (Medical, Dental & Vision)
  • Retirement Savings Plan (401k, IRA)
  • Life Insurance Options (Basic, Voluntary & AD&D)
  • Family Leave Policies (Maternity, Paternity)
  • Wellness Programs
  • Stock Option Opportunities


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