Help Desk Manager
Location: Fairburn, GA
Prism Pointe Technologies provides world class IT maintenance and support services to a myriad of Commercial Enterprise level customers as well as Federal and State Government Agencies.
Job Description:
To provide management and direction to the Help Desk staff to ensure provision of the highest level of customer service when dealing with equipment, software or other problems being experienced by PPT customer. Deliver hands-on service to resolve problems as necessary and develop internal process modifications to maintain highest efficiency of Help Desk staff.
Experience Required:
Knowledge of Microsoft Office software, Word, Excel, and Outlook. Highly skilled at verbal and written communications in a professional manner. Ability to work in a highly detailed, fast paced environment, while maintaining focus on objectives, and producing accurate results. Ability to effectively manage employees and take appropriate action in dealing with sub-standard employees. Skill in communicating with a variety of customers in a highly professional manner.
Responsibilities Include:
Manage the process of incoming calls and email messages to the Help Desk by ensuring courteous, timely and effective resolution of PPT customer issues. Design and monitor customer interaction and call escalation policies and procedures. Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time frames. Monitor daily Help Desk activity to identify escalations which require immediate attention and take appropriate action. Resolve escalations and any other problems that jeopardize maintaining adherence to service level agreements in a timely manner. Report immediately to the management any issues that may place the delivery of PPT's customer service outside the boundaries of the customer service level agreements. Identify, recommend, develop and implement end user training programs to increase computer literacy and self sufficiency. Maintain competency in operations by continually developing and broadening knowledge of current and future Help Desk best practices and latest technologies. Develop and update training programs for Help Desk staff to ensure total mission awareness of each attendant. Train, coach and mentor Help Desk Attendants to develop acceptable skill levels. Plan and conduct performance appraisals of Help Desk staff, administer performance remediation plans and recommend disciplinary action when necessary. Ensure satisfaction throughout the delivery of the PPT Customer Care Experience by interacting with the customer as a management professional dedicated to their needs.
Minimum Qualifications:
Bachelor's degree in Information Technology, Business or related field. Three years of customer service experience. One year of call center management experience. Equivalent combinations of education and experience will be considered.Additional Information:
Candidates must be able to pass a background investigation and also pass a drug screening.
Please submit a cover letter listing your contact information, salary requirements and date of availability along with your Resume with the Position you would like to considered for.
Thank You for considering Prism Pointe Technologies.
EmoticonEmoticon