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Help Desk Manager

3 weeks ago

Little Rock, Arkansas, United States Arkansas Talent Group Full time


Arkansas Talent Group is seeking a Help Desk Manager for a premier Arkansas based retail boutique company.  The Help Desk Manager is responsible for overseeing the day-to-day operations, performance, and continuous improvement of the Help Desk. This role ensures that all inquiries spanning Customer Service, IT, Maintenance, and general operations are handled promptly, professionally, and routed accurately based on established protocols. The Manager provides leadership, analytics-driven decision making, and cross-department coordination to ensure the Help Desk functions as an efficient and reliable communication hub for the organization.

Key Responsibilities

Operational Leadership & Oversight

· Lead all Help Desk functions including call and email intake, case creation, routing accuracy, and escalation handling.

· Serve as the primary point of guidance for complex, unclear, or high-impact issues.

· Maintain the Help Desk schedule, ensuring adequate coverage across daytime, evening, weekend, and seasonal demand periods.

· Adjust staffing levels and redistribute workload dynamically during peak seasons (e.g., holidays, major sales events, special projects, new store openings).

· Ensure associates adhere to communication protocols, routing guidelines, and response time standards defined in the Help Desk Charter.

Analytics & Reporting

· Monitor call volume, case volume, routing accuracy, and resolution patterns.

· Produce weekly, monthly, and quarterly performance reports, highlighting trends, workload changes, department-specific patterns, and areas for operational improvement.

· Use data findings to forecast staffing needs, advocate for resources, and improve routing guides, scripts, and knowledge base content.

· Collaborate with leadership to reduce misrouted cases and increase issue resolution efficiency.

Cross-Department Coordination

· Maintain strong communication channels with Customer Service, IT, Maintenance, Facilities, Real Estate & Compliance, and Shop Owner Experience teams.

· Ensure timely handoff and follow-up on routed cases to confirm department accountability and resolution completion.

· Participate in cross-functional meetings, representing the Help Desks insights, workload data, and customer feedback.

· Align Help Desk processes with operational changes, system updates, and new initiatives across departments.

Training & Development

· Oversee onboarding and ongoing training for Help Desk Associates.

· Maintain and update documentation, routing guides, FAQs, and knowledge base materials.

· Conduct coaching, performance evaluations, and corrective action as needed.

· Foster a supportive, service-driven culture within the Help Desk team.

Process & Systems Management

· Work with IT to maintain smooth operation of the case system, phone system, and Help Desk tools.

· Lead continuous improvement initiatives, such as refining workflows, introducing new scripts, updating categories, and improving documentation accuracy.

· Ensure the Help Desk consistently reflects accurate organizational processes, policies, and communication standards.

Qualifications

Required

· 3 to 5 years of experience in a customer support, operations, or help desk environment, with 3+ years in a leadership role.

· Strong analytical skills, including experience working with cases and reporting systems.

· Excellent written and verbal communication skills.

· Proven ability to manage staffing schedules and adjust resources during fluctuating volume periods.

· Strong problem-solving abilities and ability to make quick, informed decisions.

Preferred

· Experience in a multi-department or multi-location organization.

· Familiarity with facilities, maintenance operations, IT support processes, or customer service systems.

· Experience managing hybrid or remote teams.

Competencies

· Communication Excellence: Ensures consistent, professional, and clear information flow between associates and departments.

· Analytical Insight: Uses data to guide strategy, staffing, training, and continuous improvement.

· Adaptability: Adjusts processes, staffing, and priorities quickly during volume spikes or organizational changes.

· Leadership: Builds a confident, competent, and customer-focused team.

· Collaboration: Works effectively with internal partners to resolve issues and improve processes.

· Accountability: Ensures accurate routing, timely follow-up, and high service standards.

Benefits
  • Medical, dental and vision package
  • 3% 401K match
  • PTO
  • Competitive compensation
  • Bonus opportunities