ITS HelpDesk Manager

Purpose of Position:

Manage a team of helpdesk agents to ensure that the end customer receives the highest level of customer service. Manage the ITS Helpdesk by developing and monitoring performance measurement goals. The manager needs to ensure timely resolutions on reported issues and services by evaluating, tracking, escalating, managing, and ensuring timely closure of all requests/problems reported to the support center. Manager should also perform ongoing continuous improvement exercises to determine team improvement opportunities.

 

Responsibilities:

· Plan, manage and control the activities of the helpdesk to ensure all appropriate end user customer service levels are being met

· Development of comprehensive plans for assigned projects assuring that all projects and support conform to corporate strategic objectives as well as provide excellent support to end users.

· Develop, define, communicate and track methods of problem solving/escalation of issues to ensure a high degree of customer satisfaction.

· Act as a consultant and resource to ITS management for resolving customer issues.

· Acquire, maintain and expand knowledge of relevant products, current support policies and methods of support delivery in order to provide technically accurate solutions.

· Develop, provide and ensure expert technical training, coaching, and mentoring to helpdesk employees.

· Continuously evaluate and improve ITSC processes, procedures and policies to ensure a high level of customer service.

· Lead and/or participate in team projects that enhance the quality and efficiency of support.

· Lead and/or assist helpdesk staff in support of all products

· Develop, define and communicate customer and technical service policies for product support by the helpdesk.

· Develop, define and communicate methods for trending customer problems and issues to ensure appropriate action is taken by the correct group to ensure resolution/improvement.

· Develop, define, communicate and track methods of measuring customer satisfaction. Consistently model the highest levels of support orientation and professionalism.

· Develop, implement and track a method of staffing based on call volumes and requirements per shift.

· Assist in hiring, termination and performance reviews and disciplinary action for all helpdesk employees.

· Take ownership for high impact or high visibility issues and manage resolution/communication to the appropriate audiences.

· Determine the optimal suite of tools for the group and develop plans to implement as and where necessary.

Qualifications/Requirements

· Four-year technical degree or equivalent education and training.

· Five to ten years of call center experience.

· Three to five years managing a technical call/support center.

· Five to ten years managing ten or more employees.

· Broad experience communicating with customers. Able to communicate effectively via printed material, on the phone and over electronic services.

· Experience in handling difficult or sensitive situations.