Help Desk Manager
Georgia, United States of America
Full Time
2 weeks ago
Key skills
AIAzureJiraCommunication
About this role
Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.
Authority Brands is looking for a Helpdesk Manager who can speak directly with our clients as well as lead, motivate, & coach our front-line team. Must have excellent customer service skills and be able to manage a small team of people for delivery with at least 3 years of experience and be hands-on working with support ticketing systems. They must also be able to plan and execute keeping user computing devices up to date and making improvements in the environment as technology evolves.
An excellent Helpdesk Manager must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.
Responsibilities:
• Oversee quality and responsiveness for ticket submissions for IT
• Ownership of end to end support for laptops, smart devices and printers for all offices
• Train, coach, and mentor team members, including career development.
• Oversee staff activities. Schedule employees working times and provide backup coverage as needed
• Provide ancillary support & reporting for ticket systems for brands/sub-divisions
• Become the primary point of escalation for both franchisees and internal employees
• Provide data and reporting trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Analyze ticket trends to provide feedback for processes improvement and product quality management.
• Create knowledge based articles and end users documentation.
• Evaluate and support the agent’s ability to provide support with minimal outside resources
• Arrange and advocate for training/knowledge transfer for agents as needed
• Manage the incident management process and perform communication outage/emergency activities to the organization
• Develop & Manage a service catalog for requests, and create/manage SLA for incidents
• Integrate AI to automate/manage requests
• Manage documentation from technical delivery teams to support help desk resources
• Work closely with manager of user technology to make suggestions and improvements to the environment
• Able to manage/support the helpdesk ticketing platform
• Set a world class example in customer service for their team to follow, and meet and uphold metrics for CSAT as set by the business
Qualifications:
• 5+ years of directly related experience supporting help desk operations, including supervisory experience
• Ability to plan and execute continuous process improvement
• Solution orientation to problem resolution and process improvement
• Advanced level knowledge of Windows 11, MS Exchange, MS Outlook, Office 365, Azure
• Logical thinker who can take input from technical staff to formulate action plans
• Ability to manage relationships with high-profile customers
• Experience with JIRA or comparable ticketing system
• Ability to handle escalations from the customer
• Provides a positive climate for motivation
• Sound organizational skills and ability to multi-task under tight deadlines
• Solution orientation to problem resolution and process improvement
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands Inc. is an Equal Opportunity Employer
Authority Brands is looking for a Helpdesk Manager who can speak directly with our clients as well as lead, motivate, & coach our front-line team. Must have excellent customer service skills and be able to manage a small team of people for delivery with at least 3 years of experience and be hands-on working with support ticketing systems. They must also be able to plan and execute keeping user computing devices up to date and making improvements in the environment as technology evolves.
An excellent Helpdesk Manager must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.
Responsibilities:
• Oversee quality and responsiveness for ticket submissions for IT
• Ownership of end to end support for laptops, smart devices and printers for all offices
• Train, coach, and mentor team members, including career development.
• Oversee staff activities. Schedule employees working times and provide backup coverage as needed
• Provide ancillary support & reporting for ticket systems for brands/sub-divisions
• Become the primary point of escalation for both franchisees and internal employees
• Provide data and reporting trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Analyze ticket trends to provide feedback for processes improvement and product quality management.
• Create knowledge based articles and end users documentation.
• Evaluate and support the agent’s ability to provide support with minimal outside resources
• Arrange and advocate for training/knowledge transfer for agents as needed
• Manage the incident management process and perform communication outage/emergency activities to the organization
• Develop & Manage a service catalog for requests, and create/manage SLA for incidents
• Integrate AI to automate/manage requests
• Manage documentation from technical delivery teams to support help desk resources
• Work closely with manager of user technology to make suggestions and improvements to the environment
• Able to manage/support the helpdesk ticketing platform
• Set a world class example in customer service for their team to follow, and meet and uphold metrics for CSAT as set by the business
Qualifications:
• 5+ years of directly related experience supporting help desk operations, including supervisory experience
• Ability to plan and execute continuous process improvement
• Solution orientation to problem resolution and process improvement
• Advanced level knowledge of Windows 11, MS Exchange, MS Outlook, Office 365, Azure
• Logical thinker who can take input from technical staff to formulate action plans
• Ability to manage relationships with high-profile customers
• Experience with JIRA or comparable ticketing system
• Ability to handle escalations from the customer
• Provides a positive climate for motivation
• Sound organizational skills and ability to multi-task under tight deadlines
• Solution orientation to problem resolution and process improvement
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa’s at this time.
Authority Brands Inc. is an Equal Opportunity Employer