- Supervise the ticketing system to ensure accurate and timely processing of tickets.
- Develop and implement efficient processes to streamline ticket management and enhance customer satisfaction.
- Conduct regular audits of tickets, client agreements, and administrative procedures to maintain compliance and accuracy.
- Ensure tickets are correctly set up and coded to respective clients, maintaining accurate records for reporting and billing purposes.
- Utilize data analysis techniques to identify trends, patterns, and areas for improvement in ticket handling and resolution.
- Leverage strong data analysis skills to extract insights from help desk data.
- Manage performance reviews for help desk staff, utilizing KPIs to evaluate individual and team performance.
- Collaborate with team members to develop personalized training plans and performance improvement strategies.
- Proven experience in a help desk or technical support role, with experience in a managerial or supervisory capacity.
- Strong data analysis skills and experience working with data visualization tools; PowerBI experience is a plus.
- Familiarity with help desk ticketing systems and software.
- Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team.
- Detail-oriented with a focus on process optimization and quality assurance.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Ability to delegate tasks, set priorities, and manage time effectively to ensure the smooth operation of the help desk.
- Medical, Dental, Vision & 401k available
- PTO Program
- Referral bonus program
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Help Desk Manager - Des Moines, United States - People Link - TeamSoft
