Help Desk Operations Manager

Secur-Serv • Dallas, TX

2d • Remote

About The Position

The Help Desk Operations Manager is responsible for quality and customer experience for Secur-Serv’s Managed IT Help Desk. The role manages support tickets, workflows, and collaboration among Help Desk technicians and managers in a fast-paced technical environment. It is client-facing, with daily interaction involving customer satisfaction, scheduling, escalations, and relationship building.

The manager oversees ticket quality and service levels, coordinates Help Desk and Field Service workloads, and leads staff development and performance. The position also implements and sustains process improvements. It is remote and work-from-home, with qualified candidates encouraged to apply from the continental U.S., except candidates from Colorado, California, Washington, Maryland, Hawaii, New York, Maine, Illinois, Virginia, Connecticut, DC, Vermont, or New Jersey. The role participates in an on-call rotation.

Secur-Serv is a managed services provider of IT, print, and hardware services with a security focus. It is headquartered in Omaha, Nebraska, and provides on-site service throughout the continental United States and Canada.

Requirements

• High school diploma or GED.
• Two years of IT management experience.
• Two years of call center experience.
• Experience leading a team, including hiring, training, and performance management.
• Basic understanding of project management principles to oversee Help Desk initiatives.
• Ability to develop training programs and materials for Help Desk staff.
• Experience managing budgets and controlling costs related to Help Desk operations.
• Proficiency in generating and analyzing reports to track Help Desk performance and identify improvement areas.
• Understanding of IT systems, networks, and hardware/software troubleshooting.
• Proficiency using MS Office applications.
• Ability to handle customer issues professionally and efficiently.
• Ability to identify, analyze, and resolve complex technical issues.
• Strong verbal and written communication skills for interacting with technical and non-technical stakeholders.
• Ability to manage multiple tasks and priorities effectively.
• Ability to participate in an on-call rotation.

Nice To Haves

• Familiarity with ITIL practices for service management.
• Experience managing relationships with external vendors and service providers.

Responsibilities

• Work customer tickets as needed and assist technicians with technical or customer needs.
• Maintain scheduled ticket status and scheduled service calls.
• Follow up as the first point of contact for negative ticket survey responses.
• Monitor active Help Desk tickets for quality and monitor technicians’ service-level and communication metrics.
• Move or escalate tickets to resolve technical or availability issues and meet service-level agreements.
• Assist with inter-department ticket assignment and balance Help Desk technician workloads.
• Schedule and dispatch Field Service tickets and coordinate materials.
• Serve as the first point of contact for Field Service escalations.
• Build team cohesion and a high-performing customer-support culture; coach staff and foster a positive, energetic team.
• Plan, direct, and coordinate assigned staff efforts toward goals and objectives.
• Develop staff, advise them on client relationships and projects, and identify growth opportunities.
• Ensure appropriate staff training and provide coaching, communication, and feedback; complete formal performance appraisals and periodic performance reviews.
• Participate in selecting new employees to ensure adequate staffing.
• Manage team members toward goals while ensuring compliance with corporate policies and procedures.
• Maintain an environment supporting employee productivity, engagement, and job satisfaction.
• Communicate clearly and consistently with operations staff and management.
• Coordinate with the Manager and People Department on appropriate disciplinary actions.
• Implement and sustain process improvements.

Benefits

• Copay medical plan option and HSA medical plans with employer contributions.
• Dental insurance.
• Vision insurance.
• Company-paid life insurance.
• Company-paid short- and long-term disability coverage.
• 401(k) savings plan with company match; employees are vested on their first day of eligibility.
• Wellness program with the opportunity to earn a discount on health insurance premiums.
• Tuition reimbursement of up to $5,250.
• Professional and personal growth, career-path development, and internal and external training.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED