Help Desk Operations Manager

1 week ago

Nashville, Tennessee, United States Technology Lab Full time

As a Help Desk Operations Manager at Technology Lab, you will oversee the daily operations of our help desk team, ensuring excellent service delivery and customer satisfaction.

You will play a crucial role in managing and mentoring the help desk staff, optimizing processes, and maintaining high-quality standards.

Key responsibilities include:

  • Leading and supervising the help desk team to ensure smooth operations and exceptional customer support.
  • Planning, organizing, and directing the work of help desk support staff, scheduling shift coverage, evaluating and documenting performance, and recommending disciplinary action when necessary.
  • Managing the performance, development, and training of help desk technicians to ensure they have the necessary skills and knowledge to provide excellent support.
  • Overseeing the timely and effective resolution of customer incidents, ensuring that SLAs and response time targets are met.
  • Fostering positive relationships with customers by providing exceptional service, addressing their concerns, and ensuring their satisfaction.
  • Continuously assessing and optimizing help desk processes, workflows, and tools to enhance efficiency and service quality.
  • Monitoring and analyzing help desk performance metrics, generating reports, and providing insights to management, identifying trends and areas for improvement.
  • Handling and resolving escalated customer issues, ensuring proper communication, follow-up, and timely resolution.
  • Collaborating with cross-functional teams to ensure efficient service delivery and problem resolution.
  • Assisting in the creation and maintenance of help desk documentation, knowledge base articles, and standard operating procedures.

Requirements:

  • 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.
  • Ability to lead, mentor, and motivate a team, and drive performance and results.
  • Excellent customer service skills with a commitment to ensuring customer satisfaction.
  • Strong analytical and problem-solving abilities, with the capacity to handle complex issues and make informed decisions.
  • Exceptional verbal and written communication skills, with the ability to effectively communicate technical information to non-technical users.
  • Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
  • 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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