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- Provide hands-on technical support to resolve customer issues efficiently and effectively.
- Handle support tickets on a daily basis alongside team to ensure timely and effective customer support.
- Assist team members with complex technical issues, serving as a subject matter expert.
- Lead and manage the helpdesk/support team, providing guidance, support, and mentorship to team members.
- Develop and implement policies, procedures, and best practices for the helpdesk/support function.
- Monitor helpdesk/support metrics and SLAs to ensure performance targets are met or exceeded.
- Collaborate with other departments within the Technology department to escalate and resolve complex customer issues in a timely manner.
- Develop and deliver training programs to enhance the technical skills and customer service abilities of helpdesk/support staff.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Collaborate with internal stakeholders to identify opportunities for process improvements and system enhancements.
- Stay informed about industry trends, emerging technologies, and best practices in customer support.
- Handle escalated customer inquiries and complaints with professionalism and empathy.
- Prepare and present regular reports on helpdesk/support activities, performance metrics, and customer feedback to senior management.
- Actively participate in the daily process of ticket triaging to ensure resolution and resource allocation.
- Bachelor's degree in computer science, information technology, or a related field (preferred).
- Proven experience 3 years in a helpdesk/support role, with 2 years of management experience.
- Strong leadership skills with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Solid understanding of helpdesk/support processes, tools, and technologies.
- Proficiency in rapidly acquiring the skills needed to provide support for newly introduced applications.
- Experience with ticketing systems and helpdesk/support software (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Management).
- Experience supporting various applications (e.g., Microsoft, O365, Atlassian, Exchange, etc...)
- ITIL certification or similar credentials are a plus.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Commitment to delivering exceptional customer service and fostering a positive team culture.
- Comprehensive medical, dental, and vision insurance
- 401(k) with company match, flex plan, and parental leave
- Generous paid time off, 8 paid holidays, and additional time off to go on Backroads trips
- Complimentary trips and trip discounts for employees, and trip discounts for employees' friends and family
- Outdoor industry discounts and deals
- Alternative commuter incentives for biking, walking, carpooling, or using public transportation to get to work
- Wellness programs and regular lunchtime bike rides and yoga
IT Service Desk Manager - Berkeley, United States - Back-Roads Touring Company Ltd
Description
Position Overview:We are seeking a highly skilled and experienced IT Service Desk Manager to join our dynamic team. The IT Service Desk Manager will be responsible for overseeing the day-to-day operations of our helpdesk/support team, ensuring timely resolution of customer issues, and maintaining high levels of customer satisfaction while meeting our support SLAs. This role will primarily involve hands-on technical support duties, with approximately 20% of the time dedicated to coaching and mentoring the helpdesk/support team.
Responsibilities
At Backroads we're passionate about connecting our guests with so many of the most beautiful places in the world. We use our four-plus decades of expertise to create exceptional biking, hiking, and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience. We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages - including dedicated itineraries just for families. We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.
Why Backroads:
At Backroads, we value every single member of our staff, and we're proud to offer a dynamic work environment that enables growth. Your colleagues will be some of the most dedicated, competent, active, and fun people you will ever meet. A job at Backroads is unlike any other job you will ever have - you will be challenged, you will be inspired, and you will be gratified. No matter what you do here, you will be part of something that makes us all proud - delivering authentic, enriching, and often profoundly life-changing experiences. On top of all that, we have some pretty great benefits and perks For example our US office employees receive:
Salary Ranges:
$80, $110,000.00
At Backroads, we uphold a commitment to transparency and fairness within our hiring process, particularly regarding compensation. The salary range posted for each role applies to both employment offers and employees actively working in the role.
New hires are typically offered a starting salary between the minimum and midpoint of the range to ensure there is continued opportunity for salary progression during your employment at Backroads, reflecting our commitment to rewarding ongoing dedication, high performance, and significant contributions to our team. This approach not only supports our budgeting strategy but also our intention to foster an environment that encourages long-term growth and strong relationships between Backroads and our valued employees.
Our office roles are onsite in our Berkeley headquarters, unless specifically noted as 'available for remote'. We do allow one work-from-home day a week, as well as one work-from-anywhere week per year. This pay range is intended for in-person work in our Berkeley, CA headquarters. Pay ranges for remote-eligible roles will be subject to adjustment based on the geolocation of the employee.