Job Description
As a Service Desk Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
Responsibilities
- Manage the service desk team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Recruit, train and support help desk representatives and technicians
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
Qualifications
- Proven work experience as a Help desk manager
- Experience using Jira Service Desk
- Hands on experience with help desk and remote assistance software
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
Additional Information
- Benefits-eligible 1st of the month following hire
- All traditional benefits are offered, including 3 medical plan options and 2 dental plan options, as well as additional benefits such as Legal and Identity Shield, Accident, and Critical Illness
- Company paid 50k in basic life insurance
- Company paid LTD
- Health Savings and Flex Spending Accounts Available
- 401(k) with company match
- Paid Time Off & Paid Holidays
- AWP named one of America’s Greatest Workplaces 2023 for Diversity
AWP Safety is an Equal Opportunity Employer (EOE). Women, minorities, veterans, and individuals with disabilities are encouraged to apply.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Service Desk Manager - IT
All traditional benefits are offered, including 3 medical plan options and 2 dental plan options, as well as additional benefits such as Legal and Identity Shield, Accident, and Critical Illness. As a Service Desk Manager, you should have a solid technical background combined with customer service e...
IT Project Manager (PLCYPLN/ENTARCH)
RECRUITMENT KNOWLEDGES, SKILLS, AND ABILITIES (KSA):•Knowledge of IT systems life cycle management, to include requirements analysis, development of technical solutions/costings, acquisition, implementation, testing, operations and maintenance, evolution, and end of life; knowledge of IT acquisition...
IT Help Desk Specialist
The IT Specialist will be responsible for providing front line services, and onsite activities to include installations, general service, and IT Support. Ability to work across multiple levels of the organization and effectively work to identify and drive resolve of key and critical situations. Abil...
Senior Project Manager / Associate Director, Project Management - Metabolic Disease (Obesity/T2 Diabetes/CV) - US or Canada Remote Based
Senior Project Manager / Global Project Lead. Associate Director, Project Management. ...
Project Manager
Our Projects Managers have a core competency of the internal tools and processes to efficiently utilize the company’s resources, ensuring all projects are successful from start to finish. Maintain full project ownership in delivering (but not limited to) low to mid-complexity custom market research ...
Project Manager
The Project Manager must be well-versed in all construction methodologies and procedures and . Collaborate with the Construction Manager on project/job site problem-solving. Work closely with the Construction Manager to allocate company resources per changing. Effectively track the progress of all p...
Manager, IT Security
Our pay-for-performance philosophy provides recognition and prestige, coupled with a competitive compensation package. Manage a team of 2+ IT Security professionals. Our goal is to ensure that our talented professionals are equipped with support, resources, and the opportunity to excel. Among other ...
Sr. Project Manager - Data Center Construction
The Senior Project Manager will provide hands-on planning, design, and deployment for Iron Mountain Data Center supporting business initiatives to transform, develop, and deliver required objectives for the implementation of capital improvement projects while maintaining the on-going delivery of ope...
IT Manager, Development and Integration
Collaborate with PMO to deliver project objectives, timelines, prioritization, and implementation plans, ensuring cost effective, quality, and timely delivery of high-quality IT solutions. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, co...
Associate Project Manager - Michels Underground Cable, Inc.
As an Associate Project Manager your key responsibilities will be to serve as project support by planning, organizing, and implementing project management principles. Ability to travel and commit to long term onsite projects. ...