Help Desk Analyst Job at Virtual Technologies Group, Inc.
Job Title
: Help Desk Manager
Department: Technical Services
Job Location: Maumee, OH
Travel: Some
Supervisory Responsibility (Y/N): Y
Position Type: Full Time
Reports To: Director of Technical Services
Job Overview
:
The Help Desk Manager will be responsible for hiring, training, supporting, and leading the help desk services team to ensure delivery of quality technical support for clients. To be successful, the manager should have excellent interpersonal and conflict management skills, as well as ensuring excellent communication with other peers and management team members.
Responsibilities/Job Functions:
- Manage and support a team of help desk technicians
- Tier 1 – Basic remediation and troubleshooting – one touch tickets
- Tier 2 – Generalist in technical ability but deeper knowledge to troubleshoot
- Senior – Specialists and advanced troubleshooting to be primary escalation
- Maintaining relationships with team members and customers
- Create and support a team culture by developing employee engagement to improve overall team morale
- Train team members in company procedures and best practices
- Monitor and manage the escalation of service tickets as needed to escalation teams
- Prepare and conduct annual performance reviews as well as mentor and properly coach team members as needed
- Prepare for and hold team meetings to discuss metrics and other team building activities
- Use reporting/dashboards to monitor, manage, and report on SLA’s in order to understand team performance and workload
- Monitor the reporting/dashboards to reward team members for excellent customer satisfaction
- Oversee the VoIP RMA program by having a process, procedure, and proper staffing
- Work to follow ITIL framework and utilize its best practices for team operations
Minimum Qualifications
:
- 4 year degree in a technical or business field
- 2+ year experience in a Customer Service Management role
- Experience in a technical support role, or similar
- Excellent analytical skills
- Ability to work under pressure and meet deadlines
- Excellent leadership and people management skills
- Knowledge of ITIL is a plus to progress the maturity of the team
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