Operations Manager, Help Desk

Make a difference. Make an impact. Join our Global Help Desk Leadership team and foster the transformation of this mission critical operation.  Prometric is seeking an impactful leader to develop and implement strategic Global Help Desk initiatives.  This highly visible, international role will drive quality improvements across the Help Desk organization.

In this role, the incumbent will provide direct support to the Director by leading strategic initiatives, including monitoring global performance and productivity metrics, overseeing the implementation and execution of departmental guidelines, polices and procedures.  This position helps ensure teams are meeting performance goals and objectives while remaining in compliance with the established procedures/ policies of operations.  This position acts as a change agent to implement new policies and procedures to improve support ROI and performance against service levels.

Manages day-to-day operations of the Help Desk, including establishing and monitoring performance and productivity metrics.  Oversees the effective implementation and execution of departmental guidelines and processes, encompassing normal operation and high-volume operation.  This position ensures teams are meeting performance goals and objectives while remaining in compliance with the established procedures/ policies of operations.  This position implements new policies and procedures to improve operations. 
Experience and Skills:


Bachelors degree. Preferably in Business Management or MIS.

7-10 years of experience in a technical operations role.

2-4 years of people and process/procedure management experience in a high volume transactional support environment

Proven ability to develop and implement strategic operations initiatives

Proven leadership ability and a positive attitude toward the mentoring and training of others

Detailed oriented individual with strong analytical and diagnostic skills

Strong interpersonal skills-including strong verbal and written communication skills, excellent listening and conflict management skills

Ability to interact with and influence cross functional teams on all organizational levels   

Is focused upon making sure every Agent provides each customer a world-class experience.

Possesses a drive for results, and demonstrates a high degree of drive and determination

Proactively utilizes strong problem-solving skills in order to deliver customer-focused solutions.Keywords: Manager, Operations, Help Desk