Help Desk Manager - Daleville - Plateau Software, Inc.

    Plateau Software, Inc.
    Plateau Software, Inc. Daleville

    2 days ago

    $62,400 - $98,080 (USD) per year
    Description

    Help Desk Manager Role

    • Daily Operations Oversight Ensure helpdesk is adequately staffed during designated working hours to meet SLAs and mission requirements.
    • Team Leadership & Development Supervise and mentor Help Desk Analysts providing training guidance and performance feedback to enhance technical customer service capabilities.
    • Ticket Management & Escalation Monitoring Monitor ticket queues and escalations identify service trends or disruptions take corrective actions to ensure timely incident resolution. Process Improvement Develop implement continuously refine helpdesk procedures including ticket workflows escalation protocols knowledge base management reporting standards Customer Satisfaction Conduct regular customer satisfaction surveys analyze feedback present findings using charts graphs Program Manager Performance Analysis Analyze helpdesk metrics such as ticket volume resolution times customer satisfaction to identify bottlenecks opportunities for optimization Experience Minimum of 5 years in helpdesk IT support roles with at least 2 years supervisory managerial capacity Skills Help Desk Management Customer Service Excellence Process Improvement Data Analysis Reporting Strong communication leadership abilities Preferred Qualifications ITIL Foundation CompTIA A+ IAT Level Plateau does not accept unsolicited resumes third-party recruiters without signed third-party agreement Any unsolicited resumes forwarded by recruiters may be treated public information non eligible placement fee payment applicant will receive consideration employment regard age gender gender identification sex sexual orientation color race creed national origin religion marital status parental citizenship status ancestry physical mental disability genetic veteran military M/F/Disability/Vets>

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