Help Desk Manager

Location: Houston, TX
Date Posted: 08-10-2017
Our client is a rapidly growing, very profitable Houston based retailer.  They are looking for experienced professional to manage their technical help desk and IT support analysts.  This is a great opportunity for a seasoned professional, or a senior analyst ready to move up.

The Help Desk Manager is responsible for the Help Desk in our Houston office. In this role, you will manage and deliver exceptional service to our more than 600 stores and home office employees. Ensuring process/protocols are maintained and followed, SLA’s are met, and that appropriate escalation of critical issues is executed with urgency and accuracy, is key to the success of this position. You will also be required to partner with internal level 2 and 3rd party support teams for issues that may require that multiple disciplines be engaged for issue resolution.
 
Responsibilities
  • Train, coach, and mentor Help Desk support team to ensure customer and business objectives are met.
  • Establish action and strategy orientation around ticket trend analysis and deriving direction from that analysis, work with partners to address and strategize around changes.
  • Own open issues and work closely with escalation partners to identify, document and monitor any and all exceptions.
  • Develop and support a customer focused culture.
  • Manage issue escalations to prompt satisfactory outcome.
  • Improve or recommend new processes as needed.
  • Provide training as needed to support strategy and changes.
  • Participate in individual and team trainings and meetings to ensure knowledge is up-to-date.
  • Ability to analyze data or statistics to manage the Help Desk SLA’s.
  • Continue to grow and enhance service level agreements.
  • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.
  • Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision.
  • For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable. 
Required Experience
  • 5-7 years of Help Desk experience 
  • 2+ years management experience 
  • Previous customer service or helpdesk management experience; experience growing and developing a help desk program in the areas of quality, customer service and communication skillset areas
  • Demonstrate excellence with listening, verbal and written communication skills
  • Ability to navigate roadblocks and multi-task; highly organized
  • Proficient reading skills
  • Must have a sense of urgency
  • Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
  • Influencing and development skills to teach through example Level 1 Analysts
  • Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed.
  • Must be available to work evenings, weekends and holiday schedule to be decided by Management
 
Preferred Experience
  • Bachelor’s degree preferred
  • Retail experience preferred
  • Technical aptitude is a plus
If you are ready to make a change for the right opportunity, we would love to talk to you.  Please submit your resume in confidence for immediate consideration.
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