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Help Desk / Service Desk Manager (with transition experience)
Americus, GA
This position skill set will need knowledge of transitions, and help desk implementations above and beyond the below requirements.
Responsibilities:
• Lead a multi-shift Service Desk comprised of technical help desk professionals working 24x7/365 days per year.
• Ensure all customer contact, notifications, escalations are executed or followed up on within the customers required Service Level Agreement (SLA) Ensure all company policies, procedures and guidelines are adhered to in accordance with company handbook.
• Provide mentoring, coaching, and disciplinary actions to help ensure the success of all help desk professionals.
• Ensure all professionals are provided open communication relating to performance and achievement of targeted productivity goals.
• Support the new business efforts of Apollo Health Street, as well as implementation and transition planning.
• Perform customer business reviews with occasional travel to and from customer locations.
• Daily responsibilities can vary from staffing the help desk and monitoring performance to special projects and marketing the help desk to customers, professionals, and management.
• Address staff scheduling, monitoring, performance evaluation, and burnout.
• May assist with creation of mission statements, and building a foundation of procedures for delivering excellent customer care.
• Promote the support organization to customers and management.
• Support the framework for a best-in-class customer support center as well as how to build and retain a qualified team of professionals by addressing the importance of managing the customer support center's image and exceeding customer expectations by elevating customer care and professionalism.
• Support various training programs, which will provide help desk professionals with advanced skills for delivering excellent support and customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.
Candidates need to perform the following:
• Re-engineer or set up your help desk according to industry best practices
• Get management buy-in for improving the help desk by demonstrating greater return on investment
• Develop and maintain formal procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Choose appropriate technology and other resources to maximize help desk effectiveness
• Build a qualified help desk team through innovative hiring and training techniques
• Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
• Develop a customer care philosophy that ensures customer satisfaction
• Analyze help desk performance through various statistical and reporting methods
• Market the image of the help desk as a support group showcase that advances the IT vision and strategy
Job Requirements:
• Must be a team player
• Must understand motivational factors for leadership
• Two years experience managing a technical help desk or call center
• Five years supervisory experience
• Excellent customer service, communication, people, and management skills
• Knowledge in the Service Desk/ Technical Help Desk industry is preferred
• Knowledge ITIL/ITSM is preferred
• Account management or customer relationship skills required; Industry certifications are preferred
Education Requirements:
• Bachelor's Degree in job-related field, preferred