Help Desk Operations Manager

October 9

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Description

• Responsible for quality and customer experience with Managed IT Help Desk • Management of support tickets, workflows and team collaboration • Client-facing position with daily interaction involving customer satisfaction and scheduling • Monitor active Help Desk tickets to ensure quality • Assist in inter-department ticket assignment and provide first Point of Contact for escalation • Build team cohesion and customer support culture

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 • Ability to develop training programs for help desk staff • Experience in managing budgets and controlling costs related to help desk operations • Proficiency in generating and analyzing reports to track performance

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 • company wide well-being program to lower annual health insurance premiums • Tuition Reimbursement Plan covering up to $5,250 • LinkedIn Learning platform for skill development