Help Desk Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee quality assurance and customer satisfaction for the Managed IT Help Desk.

• Manage support tickets, workflows, and teamwork in a dynamic technical setting.

• Address customer tickets as necessary and support technicians with technical or customer-related inquiries.

• Maintain updated ticket statuses and schedule service calls.

• Act as the first point of contact for follow-ups on negative ticket survey results.

• Supervise active Help Desk tickets to ensure quality standards are met.

• Monitor service-level agreements and communication metrics regarding technician performance.

• Escalate or reassign tickets for technical, availability, or SLA issues as needed.

• Assist with ticket assignments between departments.

• Ensure balanced workloads among Help Desk technicians.

• Schedule and manage Field Service tickets while coordinating necessary materials.

• Serve as the initial point of contact for escalations related to Field Service.

• Foster team unity and cultivate a high-performing customer support environment.

• Directly plan, manage, and coordinate team efforts towards achieving goals and objectives.

• Develop and mentor staff regarding client relationships and ongoing projects.

• Identify opportunities for staff development and growth.

• Ensure that staff receive appropriate training.

• Provide coaching, communication, feedback, and conduct formal performance evaluations.

• Participate in the recruitment of new employees to ensure adequate staffing levels.

• Manage team members in accordance with corporate policies and procedures.

• Maintain a work environment that encourages productivity, engagement, and job satisfaction.

• Communicate directives to operations personnel and management.

• Coordinate disciplinary actions in collaboration with the Manager and People Department.

• Prepare and conduct regular performance assessments.

• Implement and maintain process improvements.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of 2 years of experience in IT Management.

• At least 2 years of experience in a Call Center environment.

• Proven experience in leading a team, including responsibilities for hiring, training, and performance management.

• Basic knowledge of project management principles.

• Capability to develop training programs and materials for help desk personnel.

• Experience in managing budgets and controlling costs associated with help desk operations.

• Proficiency in generating and analyzing reports to monitor help desk performance and identify improvement areas.

• Understanding of IT systems, networks, and troubleshooting for hardware/software.

• Proficient in using MS Office applications.

• Ability to professionally and efficiently address customer issues.

• Skills to identify, analyze, and resolve complex technical problems.

• Strong verbal and written communication abilities for both technical and non-technical audiences.

• Capacity to manage multiple tasks and prioritize effectively.

• Must participate in an on-call rotation.

• Familiarity with ITIL practices is preferred.

• Experience in managing relationships with external vendors and service providers is preferred.

• Must be authorized to work in the United States without requiring immigration sponsorship.

• Must be willing to undergo a background check and drug screening post-offer.

🏝️ Benefits

• Opportunities for professional and personal growth.

• Support for a defined career path.

• Access to internal and external training programs.

• Tuition reimbursement up to $5,250.

• Copay medical plan options available.

• HSA medical plans with employer contributions to the HSA account.

• Dental insurance coverage.

• Vision insurance coverage.

• Company-paid life insurance.

• Company-covered short- and long-term disability insurance.

• 401(k) savings plan with a generous company match.

• Immediate vesting on the first day of eligibility for the 401(k) plan.

• Wellness program offerings.

• Discounts on health insurance premiums through the wellness program.