Job Description

WHAT WE ARE LOOKING FOR:

We are seeking a full-time Support Manager – Help Desk for our on-site location in Orlando, Florida. The Support Manager will lead a team of Help Desk support professionals in providing excellent customer service to our clients, maintaining the overall health of our clients' technology systems, and ensure timely resolution of IT support related issues. Additionally, this role will co-ordinate the work of these support Agents who perform the daily activities at Level 1 and Level 2. The Support Manager will play a key role in recruiting and retaining talent, developing, training, and coaching employees. Lead performance management process and oversee the administration duties for the Team.

Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures. Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Deep knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively. Experience in recruiting and retraining top talent. Verifiable experience in developing support teams and coaching employees to meet achievable goals. Experience with performance management routines and toolsets. Previous experience with the administration duties for supervising a support staff.

This position is 100% in-office

WHAT YOU’LL DO:

We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Support Manager, you will play a crucial role in overseeing and coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties for Desk operations. This includes initial email Incident triage, Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s and have led/supervised small support teams. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Lead, coach, mentor, develop, and direct assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiency of the operations and team members while providing tools and resources for the team to perform well.
• Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with the Help Desk Director and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
• Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support.
• Lead the dispatch process of service Incidents to ensure full utilization of technical resources.
• Lead and prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
• Provide supervision of Agents and allocate resources effectively to meet support demands.
• Complete the daily duties for administration as the onsite lead for the Help Desk.
• Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.
• Implement and monitor quality assurance processes to ensure consistent and high-quality customer support.
• Provides reporting of service metrics to Leadership Team
• Work with Management team to investigate and resolve issues reported in client CSAT.
• Conducts daily Agent huddle meetings.
• Providing status reports to the Help Desk Director on a weekly basis regarding resource allocation and continual service improvements.

WHAT YOU’LL BRING:

• Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.
• Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
• Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment.
• Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
• Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment.
• Prior supervisory experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.
• Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, HDI support Center Lead, or similar industry-recognized credentials are a plus.
• Ability to handle stress well in times of heavy workload and in critical business scenarios.
• Associate degree: An associate degree in computer science, information technology, or a related field is preferred.
• Experience with Microsoft Excel Pivot tables and reporting features
• 3+ years of experience in IT Service Management, leading technical support teams.
• 4-6 Years’ experience working in Service Desk / Help Desk capacity.
• Excellent interpersonal skills, and leadership abilities
• Experience in a Managed Services Provider (MSP) environment is a huge plus!