Help Desk Manager - Operations

Role Overview: As the Help Desk Tier 1 Manager at Signant Health, you will lead and manage the Tier 1 help desk team. Your role involves supervising the team, ensuring timely resolution of technical issues, and maintaining high levels of customer satisfaction. Key Responsibilities: - **Team Leadership:** Supervise, mentor, and develop a team of Tier 1 help desk agents. Provide ongoing coaching and support to ensure team members meet service level agreements and key performance indicators. - **Service Delivery:** Ensure efficient resolution of support requests, troubleshooting hardware, software, and network issues while adhering to best practices in customer service and technical support. - **Escalation Management:** Act as the point of escalation for complex issues, working closely with Tier 2 and other technical teams for seamless issue resolution. - **Process Improvement:** Continuously evaluate and improve help desk workflows, processes, and systems to enhance efficiency and customer satisfaction. - **Training and Development:** Develop training programs for new help desk agents and provide ongoing education to keep the team updated with evolving technologies. - **Performance Management:** Monitor team performance, conduct regular reviews, and implement corrective actions as needed. - **Knowledge Base Management:** Oversee the maintenance and optimization of the knowledge base for easy accessibility by the team and end-users. - **Customer Experience:** Foster a customer-centric culture, ensuring exceptional service and timely issue resolution. - **Reporting and Metrics:** Analyze help desk data to produce reports on team performance, ticket resolution times, and user satisfaction for continuous improvement. - **Collaboration:** Work with other departments to identify recurring issues, implement solutions, and align with company objectives. - **Tool and System Management:** Ensure proper functioning of help desk software and recommend new tools for enhanced efficiency. Qualifications Required: - 3-5 years of experience in a help desk or IT support role, with 1-2 years of management experience. - Strong leadership skills, customer service excellence, technical knowledge, problem-solving abilities, and communication skills. - Experience with help desk ticketing systems and process optimization. - Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience.,