Help Desk Manager
Women's Care USA
2 reviews
Tampa, FL 33609
Full-time
Women's Care USA
2 reviews
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Job details
Job Type
Full-time
Full Job Description Overview:
The Help Desk Manager will be responsible for leading our IT Help Desk team in providing excellent
customer service, resolving all technical issues related to user hardware and software, and managing the
ticketing system for all support groups. In addition, the Help Desk Manager will be instrumental in driving key
organizational initiatives.
Responsibilities:
Set specific customer service standards to ensure timely delivery of quality technical support for both internal and external customers through the service request system, telephone and email communication, diagnosing problems and successful resolution.
Will need to manage an in-office and remote workforce.
Responsible for staff scheduling, hiring, mentoring, training, providing regular performance feedback along with conducting performance evaluations.
Monitor team performance and develop regular feedback reports for management.
Determine priority and escalation of tickets entered into the system as needed
Manage escalations and ensuring any issues are resolved in a timely manner.
Make recommendation to improve overall operational efficiency.
Contribute to improving overall customer support by actively responding to queries and handling complaints.
Establish best practices through ongoing review of the entire technical support process.
Follow up with customers to identify areas for improvement and/or enhancement
Develop daily, weekly and monthly reports on Help Desk team’s productivity.
Provide customer feedback to the appropriate internal teams.
Provide input in evaluation of new products or services and suggestions for enhancement to existing system.
May be required to be on-call to include nights and weekends on a rotating basis.
Performs other duties as assigned.
Qualifications:
Minimum 5 years hands on experience with help desk and remote control software.
At least 2 years of supervisory experience.
Strong technical background with excellent analytical and troubleshooting skills.
Customer-service oriented with a strong problem-solving ability.
Strong verbal, written and organization skills, ability to handle multiple tasks concurrently and prioritize the team’s workload in an effort to resolve complex issues under pressure.
Strong customer service skills and ability to communicate effectively with vendors, client and staff.
Solid technical background with an ability to give instructions to a non-technical audience.
PREFERRED QUALIFICATIONS:
Degree in Computer Science, Information Technology or a related field or equivalent experience.
ITIL certification is desirable.