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Help Desk Manager

2 months ago

Plano Texas, United States RealManage Full time
About the Role

We are seeking an experienced Help Desk Manager to lead and develop our support team, ensuring high levels of customer satisfaction and efficient operation of our help desk.

Key Responsibilities
  • Lead, mentor, and develop the support team, fostering a positive and collaborative work environment.
  • Conduct regular performance evaluations, provide constructive feedback, and create development plans for team members.
  • Organize and facilitate team meetings, training sessions, and professional development opportunities.
  • Oversee the daily operations of the help desk, ensuring timely and effective resolution of customer issues.
  • Implement and maintain help desk policies, procedures, and service level agreements (SLAs).
  • Monitor ticket queues, prioritize issues, and allocate resources effectively.
  • Utilize Jira for ticket management, ensuring accurate documentation and tracking of support tickets.
  • Ensure high levels of customer satisfaction by managing the team's performance and addressing customer feedback.
  • Develop and implement strategies to improve customer support processes and outcomes.
  • Act as an escalation point for complex or high-priority customer issues.
  • Prepare regular reports on team performance, ticket resolution times, and customer satisfaction.
  • Generate and analyze support metrics and reports to identify trends, areas for improvement, and training needs.
  • Utilize data to make informed decisions and drive continuous improvement initiatives.
  • Oversee the design and development of self-help and educational resources including knowledgebase articles, reference materials, training materials, and eLearning content.
Qualifications
  • Proven experience in a support team management role, with a track record of effective people management and team development.
  • Strong understanding of help desk and/or customer service operations and best practices.
  • Proficiency with Jira Service Desk or similar ticket management system.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to analyze data, generate reports, and identify trends and areas for improvement.
  • Strong organizational skills with the ability to manage multiple tasks and priorities effectively.