Help Desk Manager (On-Site)

Neumo Holdings LLC•Birmingham, AL

7d•Onsite

About The Position

Supports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets. Maintains communication with customers through outages and service activity.

Requirements

Experience with contact center / help desk is required
5-10 Years of experience in Help Desk management is required.
Knowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud)
Ability to maintain professional and courteous communication with end-user customers

Nice To Haves

Experience with tax and business license environment is desired

Responsibilities

Manage all Help Desk activity which includes responding to calls from end-user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.
Routing the tickets to the appropriate technical resource and maintaining communication with the customers and internal resources throughout the lifecycle of the service event.
Reporting on metrics such as ASA, Average Time to Respond, Mean Time to Repair.
Manage escalations to managers and technical staff as necessary.
Provide post-event reviews and analysis. Maintain a knowledge database of service events and their respective solutions for future reference.
Daily performance, staffing, and coaching for Tier 1 & Tier 2
Real-time management, coaching interventions, and workload balancing
First point of escalation for Tier 1 & Tier 2 agents
Partnering with BU SME on complex issues
Driving adherence to quality and process standards
Drives changes into their teams (improvements in process, systems; introduces new products and customer installations)
Performs agent observations, coaching, and interventions (Real-time for immediate impact; Weekly for trends)
Administratively oversees team, including attendance, schedule adherence
Perform other duties as assigned