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Technical Support Operations Leader

2 months ago

Ogden, Utah, United States Stealth Full time

Position: Help Desk Manager

Location: Hybrid

The Help Desk Manager will assume a pivotal role in overseeing the daily functions of the Support Technician team. The primary focus will be on efficiently managing the Support Desk to ensure that issues and requests are addressed promptly. Under the guidance of the VP of Information Security, the Help Desk Manager will provide daily support to team members in customer service, ticket management, and the resolution of technical issues.

Key Responsibilities:

  • Oversee Daily Operations: Coordinate schedules, monitor timekeeping, manage the ticketing system, and delegate customer service tasks to ensure seamless operations. Responsible for establishing and reporting on key performance indicators (KPIs) for the support team.
  • Engage with Customers: Interact directly with end-users, third-party vendors, and partners as necessary.
  • Manage Client Escalations: Serve as the primary contact for all client escalations, ensuring swift and effective resolutions through strong negotiation and listening skills.
  • Train and Support Team Members: Provide ongoing training and support, fostering a culture of growth and expertise. Assist team members facing challenges through active coaching on operational tasks and interpersonal skills.
  • Participate in On-call Duties: Offer support to internal users, perform initial troubleshooting, and escalate critical issues to higher-level administrators or engineers.
  • Administer Halo ITSM: Manage the Halo ITSM platform, including the creation and modification of forms, FAQs, and workflows. Responsibilities encompass request fulfillment, incident management, access management, change management, asset management, and knowledge base maintenance.
  • Ensure Team Alignment: Maintain alignment with established goals and objectives. Lead by example in adhering to company policies and standards.
  • Facilitate Feedback and Process Enhancements: Regularly provide constructive feedback to the help desk team and collaborate with other departments to identify and implement process improvements that enhance customer experience and operational efficiency.
  • Manage Special Projects: Take ownership of special projects as assigned and handle additional responsibilities as required.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or a related field; additional education is advantageous.
  • 3-5 years of relevant IT experience.
  • 2 years of experience in a leadership role, demonstrating the ability to delegate tasks and manage projects effectively.
  • In-depth knowledge of personal computer operating systems and software, including both Mac and Windows environments.
  • Proficient in diagnosing technical issues, analyzing root causes, and implementing effective solutions.
  • Strong verbal and written communication skills, with the ability to draft clear business correspondence.
  • Ability to work independently and collaboratively under tight deadlines.
  • Experience in a call center environment is a plus.