[Hiring] Help Desk Operations Manager @Secur-Serv

Role Description

The Help Desk Operations Manager is responsible for quality and customer experience with our Managed IT Help Desk. The role requires management of support tickets, workflows, and team collaboration with Help Desk technicians and managers in a fast-paced, technical environment. This is a client-facing position with daily interaction involving customer satisfaction, scheduling, escalation, and relationship building.

Essential Responsibilities

• Customer Focus
  • 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.
• Project Management
  • 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.
• Management of Staff
  • 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.
• Administration
  • Implements and sustains process improvement.

Qualifications

• 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.

Skills

• 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.

Other Requirements

• Be part of On-Call rotation.

Preferred Skills/Experience

• Familiarity with ITIL (Information Technology Infrastructure Library) practices for service management.
• Experience in managing relationships with external vendors and service providers.

Physical Demands/Working Conditions

• Extended use of computer monitor.
• General office environment.

Benefits

• Generous benefits package for full-time employees.
• Copay medical plan option.
• HSA medical plans with employer contributions to your HSA Account.
• Dental and vision insurance.
• Company-paid life insurance.
• Company-paid short- and long-term disability coverage.
• 401K savings plan with a generous company match.
• Participate in wellness program for health insurance premium discounts.
• Tuition Reimbursement Plan covering up to $5,250.

Company Description

Secur-Serv is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries. Secur-Serv is headquartered in Omaha, NE, and able to service our customers throughout the continental United States and Canada.