Help Desk Manager
The Bartech Group - Southfield, MI

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The Help Desk Manager will lead the helpdesk team and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).

Responsibilities:
Create and execute Help Desk Process and Procedures

Manage a team of Help Desk professionals and potential supervisors/team leads

Analyze Help Desk performance through various statistical and reporting methods

Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships

Develop, implement, and maintain robust processes to ensure that a high quality service is provided to both internal and external customers

Perform interviews for new professionals and provide feedback for promoting professionals

Train Help Desk staff to ensure that support is provided in a consistent manner

Serves as escalation point for all BWM Help Desk tickets

Document, track and monitor issues to ensure timely resolution

Required Skills

Communication Requirements:
Skills related to excellent communication

Ability to problem-solve and present conceptual information to all levels of management

Team Building Requirements:
Ability to build positive team spirit and develop internal coaches

Ability to work with internal and external customers

Facilitate BWM cross functional teams

Quality Requirements:
Support BWM organization initiatives by adhering to published processes and procedures

Initiate actions to prevents defects

Identify and record any problems related to VMS product, process and quality systems

Initiate, recommend, or provide solutions through designated channels

Verify the implementation of solutions

Control and monitor further processing until defects have been corrected

Ability to lead the team effectively both through structured coaching and delivering by example

Proven initiative, good judgment, and demonstrated ability to achieve results

Successful experience in working with customers to develop solutions to complex business problems

Technology Skills Requirements:
MS Office Suite inclusive of Visio, Access

MS Project (desired)

Strong general technical acumen

Required Experience

Educational Requirements:
Bachelor’s Degree in Business Administration or related discipline preferred

Years of Specific Industry Experience Requirements:
Experience of managing a team within a Help Desk environment

Minimum of 3 years in VMS services management or customer service capacity

Thorough knowledge of Help Desk operations with solid grasp on IT best practices and customer service

The Bartech Group - 17 months ago - save job - block
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About this company
32 reviews
The Bartech Group is compelled to raise the bar when it comes to your staffing needs. One of the nation's largest minority-owned...