Description
Job Summary: The Manager of Helpdesk Services is responsible for the management strategy and direction of the global video helpdesk and the service delivered by the technical support engineers (TSE) group. This position serves as a lead role to drive quality, efficiency, and productivity within a key Service Operations function. As a key functional leader, the Manager of Helpdesk Services is expected to contribute to the overall service direction and strategy for the group and is empowered to make sound business decisions relevant to their level of responsibility.
Essential Duties and Responsibilities
1. Establish stretching performance measures to ensure Service Levels are met and exceeded.
2. Generate and analyze ACD data.
3. Build dashboard reports to present findings and track performance.
4. Manage ticket queues and maintain a healthy average ticket age.
5. Solicit direct customer input on service performance through CSAT programs.
6. Serve as an escalation point to resolve customer issues and concerns whilst enabling the company sales organization to maintain and grow associated service revenues.
7. Manage Global Helpdesk function and team of Technical Engineers (TSE's).
8. Act as Escalation Point for Helpdesk events and/or business continuity planning.
9. Develop the capabilities of the Global Helpdesk through key skills growth and talent acquisition.
10. Build and maintain KPIs to measure service performance.
11. Drive and implement a Performance Management culture.
12. Establish productive professional relationships with key personnel in strategic customer accounts.
13. Responsible for maintaining and building the level of expertise required to provide industry-leading service as well as maintaining the appropriate levels of training to support our partner accreditations.
14. Other duties assigned as needed.
Skills and Abilities
1. Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks.
2. Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach.
3. Demonstrated leadership and management skills in a team-oriented collaborative environment.
4. Exceptional strategic thinking and structured problem-solving skills.
5. Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization.
6. Communicate and interact with internal employees, clients, and colleagues in a professional and timely manner.
7. Self-starter capable of working independently and ensuring to meet deadlines.
8. Excellent communication and interpersonal skills, both verbal and written.
9. Ability to balance multiple tasks with changing priorities.
10. Excellent structured problem-solving skills.
11. Demonstrate time management skills with attention to detail.
12. Ability to troubleshoot basic AV.
MORE ABOUT US
AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
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