Support Desk Manager

ECRS

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. 


RESPONSIBILITIES:


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.


IDEAL QUALIFICATIONS:


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

Location: Boone NC
Company: ECRS
Job Type: Full Time

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