Help Desk Manager

Department: Professional Services

Reporting to: VP of Professional Services

The Help Desk Manager will lead our team of Help Desk Technician’s ensuring seamless handling of incoming tickets, providing effective remote technical support, and exceptional customer service. The Help Desk Manager needs to have a strong background in customer support, excellent communication skills, and the ability to inspire and guide a team towards achieving customer satisfaction goals. The Help Desk Manager will work hand in hand with the Customer Support Manager to ensure that every interaction with our customer is not just a transaction, but an exceptional and memorable experience!

Responsibilities:

1. 25%Lead and manage the daily operations of the Technical Support team, overseeing the entire ticket portfolio and support lifecycle once tickets are assigned by the Customer Support Coordination team. Including remote support, dispatch support, On-call, RMA and final resolution.
2. 25%Have a thorough working knowledge of open cases, driving completion and positive customer satisfaction results.
3. 10%Develop and implement technical support strategies, tools, policies, and procedures to enhance customer satisfaction and loyalty, with a focus on solving customer issue remotely as quickly as possible.
4. 10%Collaborate with cross-functional teams, including Sales, Success Management, Marketing, and Customer Support, to ensure effective communication of customer needs and timely resolution of issues.
5. 5%Set and monitor key performance indicators (KPIs) to track the team's performance, including response times, ticket resolution rates, and customer feedback.
6. 5%Handle escalated customer inquiries and complaints, working closely with the team to ensure timely and effective resolution.
7. 5%Analyze technical support data to identify trends, issues, and opportunities for process improvement, and implement strategies to enhance the overall support experience.
8. 5%Develop and deliver training programs to enhance the team's technical knowledge, communication skills, and problem-solving abilities.
9. 5%Foster a positive and collaborative work environment within the Technical Support team, encouraging teamwork and continuous learning.
10. 5%Prepare regular reports and updates for senior management on technical support metrics, performance, and initiatives.

Qualifications:

• Bachelor's degree in a relevant field (Business, Technology, Engineering, etc.) or equivalent work experience.
• Proven experience (5+ years) in technical support or a related role, with 3+ years in a supervisory or managerial capacity.
• Strong leadership and team management skills, with a track record of building and motivating high-performing teams.
• Excellent interpersonal and communication skills, both written and verbal.
• Proficiency in customer support software and tools (e.g., CRM systems, helpdesk software).
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Experience with technical coordination and understanding of field technician dispatch processes is a strong plus.
• Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.
• Ability to handle challenging customer interactions with empathy and professionalism.
• Detail-oriented and organized, with excellent time management skills.
• Flexibility to adapt to changing priorities and business needs.