JOB TITLE: Support Desk Manager
DEPARTMENT: Customer Support
REPORTS TO: Vice President of Customer Support
FLSA STATUS: Exempt
LOCATION: Boone NC Howard Street
JOB SUMMARY / DESCRIPTION:
The Support Desk Manager assists the VP of Customer Support in the management of daily operations within the Support department. The Support Manager is responsible for ensuring an outstanding level of customer service by providing oversight, supervision, development, and management of all Support team members.
Supervise the Support team by defining and establishing priorities, providing feedback and direction, and handling administrative tasks.
Drive daily adherence to the Service Level Agreement (SLA) within the Support department.
Provide Support team members with guidance in handling difficult or complex Support tickets.
Monitor department metrics and report on trending Support issues, department performance, and individual performance of team members.
Onboard new Support team members – team introductions, company introductions, facility tours, policy and culture training, job training, tools/applications training, setting expectations, building relationships, establishing clear definition of roles
Ensure that all new team members complete training for their assigned module within 30 days.
Establish and maintain documentation of processes and procedures for consistency and increased productivity.
Drive individual performance of the Support team members through coaching, mentoring, and training.
Ensure timely completion and proper routing of Support tickets.
Ensure maintenance of appropriate staffing levels in Support.
Monitor article submissions to the Knowledge Base for accuracy.
Exhibits elevated level of emotional intelligence
Minimum two years of experience managing technical personnel
Ability to effectively set and communicate expectations and goals with team members
Ability to coach, mentor, and upskill team members
Effectively produce positive outcomes and eliminate workplace drama
Creative problem-solving skills
Ability and desire to drive accountability and transparency
Ability to work autonomously
High personal standards