Description

You will manage daily Help Desk operations, ensuring timely technical issue resolution.

Responsibilities

• Lead analysis of trending technical problems, determining action, and reallocating resources.
• Select, develop, and motivate staff, coaching associates against internal SOPs using the QA Program.
• Develop and implement support processes to optimize service delivery and efficiency.
• Monitor and report on Help Desk KPIs to improve response times and satisfaction.
• Lead root cause analysis with leads to prevent recurring issues.
• Manage and track multiple projects from initiation through completion.

Required Skills

• 7+ years of experience in a related field.
• 3-5 years in a leader or team lead capacity.
• Experience in Systems Development.
• Experience in Project Management.
• Experience in a matrix management environment.
• Managerial experience in a Help Desk setting.
• Bachelor's degree in Computer Science or related field preferred.

Key Skills

Education

Bachelor's degree