Remote Help Desk Operations Manager

Summary

Join Secur-Serv, a leading managed services provider of IT, print, and hardware services, as the Help Desk Operations Manager. This client-facing position requires management of support tickets, workflows, and team collaboration in a fast-paced technical environment.

Requirements

• High School Diploma or GED
• 2 years of IT Management experience
• 2 years of Call Center experience
• Experience in leading a team, including hiring, training, and performance management
• Basic understanding of project management principles to oversee help desk initiatives
• Ability to develop training programs and materials for help desk staff
• Experience in managing budgets and controlling costs related to help desk operations
• Proficiency in generating and analyzing reports to track help desk performance and identify areas for improvement
• Understanding of IT systems, networks, and hardware/software troubleshooting and proficiency in using MS Office applications
• Ability to handle customer issues professionally and efficiently
• Capacity to identify, analyze, and resolve complex technical issues
• Strong verbal and written communication skills for interacting with both technical and non-technical stakeholders
• Ability to manage multiple tasks and priorities effectively

Responsibilities

• Work customer tickets as needed/available
• Assist technicians with technical or customer needs
• Maintain scheduled ticket status and scheduled service calls
• Follow-up as first Point of Contact for negative ticket survey response
• Monitor all active Help Desk tickets to ensure quality
• Watch Service Level Agreement for all technicians
• Watch communication metric for all technicians
• Move/escalate tickets for technical or availability resolution
• Move/escalate tickets to meet service level agreements
• Assist in inter-department ticket assignment
• Balance Help Desk technician workload
• Schedule / dispatch Field Service tickets and coordinate materials
• Provide first Point of Contact for Field Service escalation
• Build team cohesion and best-in class customer support culture and foster a positive and energetic high-performing team coaching
• Plans, directs, and coordinates the efforts of assigned staff members toward attainment of goals and objectives
• Develops staff
• Provides advice and guidance to staff regarding client relationships and projects
• Identifies developmental and growth opportunities for staff members
• Ensures appropriate training is provided to staff
• Provides coaching, communication, feedback and completes formal performance appraisals for each assigned staff member
• Participates in the selection process for new employees to ensure adequate staffing
• Manage team members to achieve all goals while following all corporate policies and procedures
• Develops and maintains an environment that is optimal for employee productivity, employee engagement and job satisfaction
• Provide consistent clear communication and direction to the operations staff and management
• Coordinate with Manager and the People Department to determine appropriate disciplinary actions for performance conduct quality attendance or other actions that are deemed inappropriate or non-productive
• Prepare and conduct periodic performance reviews
• Implements and sustains process improvement

Benefits

• EPO medical plan option
• HSA medical plans with employer contributions to your HSA Account
• Dental
• Vision
• Company-paid life insurance
• Company-paid short- and long-term disability coverage
• 401K savings plan with a generous company match
• Tuition Reimbursement Plan which covers up to $5,250
• LinkedIn Learning platform to develop your skills and career