Help Desk ManagerCompensation:
$75000.00 to $85000.00 yearly
Robert Half Technology is searching for a Help Desk Manager to oversee all customer initiated requests, incidents and problems per defined processes and SLAs, for a Kalamazoo company. This Help Desk Manager will be managing request triage, escalations, monitoring, and root cause analysis through request completion/closure plus manage the CX team to include performance evaluations, training, coaching, and mentoring team members based on best practice standards. Includes building and maintaining training materials. Develop strategic and tactical quarterly goals for the CX team. Includes defining, implementing, and measuring CX team KPIs and reporting results/trends to the Leadership team. This Help Desk Manager will define, implement, and maintain CX team best practice procedures based on ITIL service provider standards and maintaining an effective and workable framework for managing and improving customer support. Additionally, managing the process for handling and communicating service outage/emergency situations. As the Help Desk Manager, you will also manage the customer experience, defining and maintaining best practice customer service standards and monitoring customer satisfaction surveys.
For immediate consideration please email your resume to Tanner.Lauka@rht.com.Job Requirements:
Direct Supervision experience is required. Must have experience with Application Support, SQL, KPI Reporting, and Leadership.
Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets.
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