[Hiring] Help Desk Manager - Mobile Devices @Ten4

Role Description

The Wireless Help Desk Manager oversees day-to-day operations of the Support Services team that provides Tier 1 mobility help desk services. This position is responsible for ensuring all internal, as well as vendor-facing and client-facing, processes are performed with accuracy, appropriate urgency, and professional communication. Additional key responsibilities include:

• Identifying opportunities for automation, cost savings, and customer service quality improvement.
• Overseeing the training, coaching, and strategic processes of the Tier 1 team.
• Ensuring the team can successfully support clients, hit deadlines, and achieve internal company goals.

Qualifications

• Minimum 2 years’ experience managing direct reports.
• High school diploma or general education degree (GED) required; Associate’s or Bachelor’s Degree preferred.
• Minimum 2 years’ experience working in ZOHO Desk, ServiceNow or other ticketing-based solutions is required.
• Minimum 2 years mobile carrier experience such as Verizon Wireless, AT&T Wireless, T-Mobile etc. is preferred.
• Understanding of Microsoft Office, particularly Excel.
• Must be customer-service oriented.
• Strong communication skills with ability to follow up clearly and effectively with others over the phone and email.
• Ability to meet SLA deadlines in a fast-paced environment.
• Positive outlook and ability to influence and motivate teams.
• Must possess a strong sense of urgency and attention to detail.
• Demonstrated ability to prioritize multiple tasks to meet deadlines.
• Demonstrated ability to work independently and interact in a collaborative manner with other team members.
• Strong critical thinking and problem-solving skills required.
• Occasional travel as needed.
• Must be authorized to work in the United States for any employer.
• Must be able to read, write, and speak English proficiently.

Requirements

• Assist client phone calls, emails, and tickets.
• Ensure responsive end user help desk support for mobility-related services Monday through Friday 8:00 am – 5:00 pm Eastern time.
• Open, respond, track, and close all tickets in a timely manner.
• Escalate a ticket issue when appropriate.
• Assist with ordering and activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&T, Verizon, T-Mobile, etc. Premier Portals.
• Promptly update the internal customer ticketing system.
• Learn each Assist account to properly support their needs and goals.
• Work closely with the Assist account managers to provide best practices discussed on monthly review calls.
• Attend one client audit review call per quarter.
• Always accurately represent OpDecision and services in a professional manner.
• Provide excellent customer service in all aspects of the relationship with clients including addressing service issues, fact gathering, and providing timely updates and resolutions.
• Provide management, training, and guidance to Tier 1 Support Specialists.
• Participate in the establishment of clear and measurable goals.
• Provide a positive, upbeat, and motivating presence for the team.
• Identify individual team member growth or challenge areas including conducting required performance reviews and providing positive mentorship.
• Manage, share, update and support company policies and culture, Help Desk SOP, SLA compliance, knowledge of the Wizard capabilities, ForgeOS tickets and client knowledge base, and carrier portals.
• Collaborate with peers sharing knowledge of B360 and Opus order processing.
• Create and monitor appropriate metrics and KPI’s for team performance.
• Review and approve PTO requests from team and other HRIS functions.
• Ensure appropriate coverage/scheduling of Tier 1 Support Specialists.
• Provide backup support to team members as needed.
• Keep Directors/executive level informed at least weekly on progress of new hires.
• Perform other duties and responsibilities as assigned.

Benefits

• 4 weeks of PTO to start.
• Eight paid company holidays.
• PTO for your birthday.
• Health/dental/vision insurance.
• 401(k).
• Tuition reimbursement/professional development.
• Paid Parental Leave.
• Room for growth.