Help Desk Operations Lead
19 hours ago
Job Description:
The Sr. Manager, Help Desk provides technical and personnel leadership support for clinics, support centers, and call centers. This position will oversee the staffing of the IT help desk and analyze support trends to implement continuous improvements to help scale as the business continues to grow.
This role involves:
* Reporting monthly performance metrics related to inbound calls, ticket queues and other relevant dimensions
* Identifying and gathering key metrics to analyze team and individual performance and identify opportunity areas
* Implementing process and procedural improvements
* Managing scheduling and forecasting of resources needed to support the business
* Partnering with third parties and peers within the IT organization on strategies for Tier 2 and above to improve the support model
* Maintaining quality of service by establishing and enforcing team standards
* Developing strategies to reduce overall issue intake, response, and resolution times
* Identifying trends of support and creating improvement plans in support of the business
* Contributing to improving customer support by actively responding to queries and handling escalations
Required Skills and Qualifications:
To be successful in this role, you will need:
* A High School Diploma or equivalent required; Bachelor's degree in Computer Science preferred
* Five (5) years of experience troubleshooting technology issues required
* Three (3) years of experience managing a help desk team using both call and ticketing queues required
* Advanced technical knowledge of IT service and configuration management
* Strong knowledge of Microsoft Office Applications
* Strong customer service and listening skills
* Strong written and oral communication skills
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