Help Desk Manager - Operations

Are you ready for the most impactful work of your life Signant Health, a global evidence generation company, is seeking a skilled and proactive Help Desk Tier 1 Manager to lead and manage the Tier 1 help desk team. As the Tier 1 Manager, you will oversee daily operations, ensure timely resolution of technical issues, and maintain high levels of customer satisfaction. Your role will involve team leadership, service delivery, escalation management, process improvement, training and development, performance management, knowledge base management, customer experience, reporting and metrics, collaboration, and tool and system management. Key Responsibilities: - Supervise, mentor, and develop a team of Tier 1 help desk agents. - Ensure timely and efficient resolution of support requests. - Act as the point of escalation for complex issues. - Continuously evaluate and improve help desk workflows. - Develop and implement training programs. - Monitor and assess team performance. - Oversee the knowledge base and ensure documentation is accurate. - Foster a customer-centric culture. - Analyze data to drive continuous improvement. - Collaborate with other departments. - Ensure proper functioning of help desk software and ticketing systems. Required Skills and Qualifications: - 3-5 years of experience in a help desk or IT support role. - 1-2 years of management or supervisory experience. - Strong leadership, customer service, and technical knowledge. - Problem-solving and communication skills. - Experience with help desk ticketing systems. - Process optimization skills. - Strong organizational and time management abilities. Preferred Qualifications: - ITIL certification or other relevant certifications. - Familiarity with IT Service Management frameworks and tools. - Industry-specific experience is a plus. Education: - Bachelor's degree in Information Technology, Computer Science, Business, or related field. Signant Health offers competitive benefits, including medical insurance, employee wellness programs, mental fitness apps, employee recognition programs, and more. If you are interested in exploring this opportunity, please submit your CV and a cover letter detailing why you are perfect for the role. Signant Health does not accept unsolicited resumes from Third Party vendors.,