The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Technical Customer Support Specialist
Location: Phoenix, Arizona USA
LoB / Function: Service
Local Org Unit: Service
Reporting Line: CIC/CRM Manager
Employment Contract Type: Permanent/Full-Time
Education: BS in Electrical Engineering or Associates in Electronics with applicable experience
ACTIVITIES
Provide high level technical support to FIMERcustomers for monitoring products (various makes/models) including data loggers, weather stations, meters, logging equipment, smart combiner boxes, sub-array DC monitors
Troubleshoot solar monitoring platforms and create trouble tickets for software issues
Perform in-depth troubleshooting on solar inverter products including micro inverters, single phase string inverters, three phase string inverters, and three phase central inverters
Remotely interface, troubleshoot, diagnose and repair customer equipment supporting end customers, installer partners and FIMER Field Service Engineers.
Ensure that the Salesforce database (case management system) is maintained to an accurate and excellent standard, documenting and tracking all customer calls.
Monitor multiple case queues in business system and follow up accordingly with customers
Assist FIMER personnel with solar monitoring and inverter troubleshooting
Dispatch to the field (rarely)
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0 Technical Customer Support Manager jobs found in Phoenix, AZ area