Job Posting for Help Desk Manager at NRTC Managed Services
NRTC Help Desk Manager
Job Summary
Manage the day to day operations of Help Desk. Responsible for ensuring contact center is appropriately staffed, trained and handling customer contacts within specific metrics. Use tools and applications to monitor and track performance; driving departmental and customer facing improvement initiatives within the company.
Participate in management of the Help Desk. Carry out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
Responsibilities
Monitor and coordinate the distribution of contacts to ensure optimal performance and achievement of SLAs
Serve as a point of escalation for customer and employee requests and concerns
Evaluate individual and team performance regularly, providing reporting and recommendations to leadership
Develop and drive improvement initiatives
Conduct one-on-one performance reviews, team meetings and coaching sessions as needed
Coordinate staffing assignments, maintain and monitor staff schedules and attendance records
Participate in forecasting staffing demands, assess need for additional resources, assist in recruiting and direct onboarding of new team members
Determine and direct individual and team training needs and development plans
Promote teamwork, foster collaboration and manage recognition programs
Maintain standards for call volume, answer times, quality and results by monitoring and tracking stats
Perform other duties as assigned
Qualifications
Knowledge, Skills, and Abilities
Familiarity with Contact Center reporting, KPIs and SLAs
Advanced customer relationship skills
Ability to lead, motivate and develop team using servant leadership skills.
Possess and promote the delivery of excellent customer experience and etiquette
Excellent oral and written communication and interpersonal skills
Experience with CRM/CMS systems preferred
Must be able to work under pressure and adapt to change in a fast paced environment
Resolution oriented, takes initiative
Good organizational, time management and follow-up skills
Ability to be flexible in work schedule including nights/weekends
Minimum Education and Experience
Bachelor's degree in Computer Science, Business, Communication or related field preferred
Minimum of 5 years Call Center or Customer Support experience required
Minimum of 3 years of leadership experience in Call Center or Customer Support environment required
An equivalent combination of education and experience may be considered.
Salary.com Estimation for Help Desk Manager in Huntsville, AL
$100,466 to $132,625
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