Description

You will lead the help desk triage function and optimize support workflows in Sacramento.

Responsibilities

• Develop and implement strategic plans for help desk triage to align with business objectives.
• Establish, document, and continuously improve triage protocols and procedures.
• Lead the triage of incoming tickets, ensuring accurate categorization, prioritization, and routing.
• Manage escalations for complex or high-impact issues to ensure prompt technical resolution.
• Monitor performance metrics and KPIs to evaluate process effectiveness and generate leadership reports.

Required Skills

• 5+ years of experience in help desk implementation and management.
• Expertise in triage processes and protocols.
• Proven ability to lead and optimize help desk operations.
• Experience working with cross-functional technical and business teams.
• Strong analytical and problem-solving abilities.
• Effective communication and stakeholder engagement skills.
• Ability to generate dashboards and reports for senior leadership.
• Bachelor's degree or any graduate degree.

Preferred Skills

• Familiarity with ITIL and service management frameworks.
• Experience with help desk tools and ticketing systems.

Key Skills

Education

Any Graduate