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Help Desk Manager

We have a Help Desk Manager position available below. Please let me know if you are interested and available for work.

Title: Help Desk Manager

Location: River North, Chicago, IL

Length: contract, contract to hire

Rate: Dependent on experience

Start: ASAP

Job Description:

The Help Desk Manager is responsible for overseeing the day-to-day operations of the respective support teams to ensure:

  • Consistent follow-up and communication
  • Accurate problem tracking and reporting
  • Appropriate problem routing and escalation
  • Compliance of support procedures
  • Timely problem resolution to exceed or meet established SLA’s. 
  •  

Other responsibilities include:

  • Interviewing/recruiting prospective candidates
  • Training/mentoring new employees
  • Communicating procedural updates to team members
  • Monitoring call quality/consistency
  • Providing timely status reporting on key metrics and activities. 
  • This job reports to the Support Manager.

Requirements:

  • Patience and desire to deliver excellent customer service.
  • Develop an in-depth working knowledge of designated CLIENT applications(s), environment(s), and policies and procedures are required.
  • Evaluate and monitor phone calls and communication so the support team provides efficient and effective customer service. 
  • Ensure successful implementation, maintenance and utilization of required support tools, such as call tracking, FAQ’s, knowledge-base, etc.
  • Manage internal and external service level agreements (SLA’s); monitor resolution of support requests to ensure timely completion and adherence to the SLA’s. 
  • Identify areas for improvement and implement procedural and process changes to ensure a smooth and efficient operation; make suggestions for product/software improvement, as appropriate.
  • Develop, document, maintain and communicate support procedures, as necessary. 
  • Provide weekly and monthly metrics reports, as defined.
  • Provide information, advice, guidance, instruction or leadership, as appropriate, to assist in the understanding, analysis, diagnosis and resolution of complex problems. 

Key Performance Indicators:

  • Technical expertise on CLIENT applications and hardware: mentor to rest of team on technical issues
  • Driven towards customer satisfaction and timeliness: achieve > 4.5 on customer satisfaction surveys
  • Achieve > 95% scores on call observations
  • Set quality standards for Support by exhibiting Total Call Ownership and follow up
  • Incident management: ensuring quality, documentation, timeliness and efficiency through daily review of all open Support incidents

Qualifications:

  • Candidate must have a 2-year degree (or equivalent experience)
  • Minimum of 5 years prior experience in information systems
  • At least 3 years working in a Supervisor role of a Call Center, Help Desk or Software Customer Support environment.
  • Knowledge of Windows 2000 Professional, Windows 7, Office 2010, TCP/IP, Internet, LAN/WAN, and PC hardware and e-mail is required. 
  • Proficiency in Microsoft personal productivity tools (Excel, Word, PowerPoint, and Access) is required.
  • Excellent oral and written communication, organizational and leadership skills are required.
  • Must be highly motivated and passionate about providing high-quality customer service; must be the customer’s advocate.
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