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Help/Support Desk Manager in Pompano Beach, FL at SNI Technology

Date Posted: 9/27/2021

Job Snapshot

Job Description


SNI Technologies is looking for a qualified Support Desk Manager to lead a team of 7+ help desk analysts. You will be responsible for leading the technical support team to provide excellent customer service and resolve all technical issues. You must be strong with process and making sure the ticketing system flows properly. You should have a solid technical background (Applications/Networks/Systems) combined with customer service experience. A problem-solving attitude with an ability to motivate and developer your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase satisfaction.


Requirements/Responsibilities:

  • Manage/grow the help desk team and evaluate performance/communication/reports/metrics
  • Ensure customer service is timely and accurate daily
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards around deployments, systems availability, application support, policies/procedures and quality assurance
  • Contribute to improving customer support by actively responding to queries/emails/calls and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers and executives to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team's productivity
  • Provide customer feedback to the appropriate internal teams
  • Travel throughout locations occasionally; Less than 10%


Required Skills:

  • 5+ years' experience as a help/support desk manager or similar. Leading 7+ HD analysts
  • Experience working in a help desk role and growing up the ranks.
  • Experience servicing/troubleshooting ticketing system, applications, networks/systems and making sure the process flows.
  • Experience with ticketing systems and running reports in dashboards
  • Hands on experience with help desk in the past to help when needed
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Degree in Computer Science, Information Technology or relevant field