As the Help Desk Manager you will be responsible for managing a team of specialists who perform level 1 and 2 support for our top law firm client in the NYC region. This position currently offers a hybrid remote work opportunity. The ideal candidate must possess exceptional technical skills to effectively serve as the technical lead to the help desk staff, as well as strong customer service and relationship building skills to establish a positive perception of the help desk. They are responsible for providing direction for the help desk as well as providing first and second level phone/desk-side support to troubleshoot and resolve hardware and software issues. The Help Desk Manager will serve as the technical lead for the help desk team while ensuring staff is meeting and exceeding expectations in regards to resolving issues and providing customer service. What You'll Do:
- Oversee 100% of the requests, incidents and issues collected through the help desk.
- Ensure timely delivery of quality technical support service is provided to clients.
- Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all requests and incidents.
- Develop phone/ticket escalation processes to ensure free flowing escalation and information within the firm.
- Develop and demonstrate an understanding of customer and business needs.
- Work with business service group leaders and IT management to create and manage IT service level agreements.
- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
- Determine root cause of issues and communicate appropriately to customers.
- Manage internal/external staff schedule ensuring 24/7 coverage.
- Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring and coaching that will result in the delivery of quality support.
- Foster relations with clients to gather issues and obtain feedback on help desk.
- Develop monthly reports for help desk calls and tickets.
- Monitor and manage phone queue, participating in escalated calls as needed.
- Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale.
- Create and maintain training programs for increased customer service and technical knowledge.
- Develop an effective and workable framework for managing and improving customer IT support in the firm.
- Review call recordings to identify areas for improvement within the help desk.
- Advise IT management on situations that may require additional client support or escalation.
- Build a qualified Help Desk team through innovative hiring and training techniques.
- Manage process for communicating outage/emergency activities to the firm.
- Manage vendor relationships as it depends on daily operational needs.
- Procurement of IT related equipment and services.
- Review survey feedback to improve services, tools and support experience.
- Keeps current on latest technology trends.
- Troubleshoot technical issues.
- Answer help desk calls as needed.
What You'll Bring:
- Bachelor's degree in Computer Science, Information Sciences, or five years comparable experience.
- 3 years of supervisory or management experience in a Help Desk or call center environment.
- Team-oriented with strong staff leadership and motivating experience.
- Experience in support and troubleshooting applications in a large networked environment.
- Proven analytical and problem-solving abilities with strong attention to detail.
- Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to stakeholders and staff members.
- Thorough knowledge of Help Desk operations, including knowledge of IT best practices, industry trends, and customer service.
- Ability to lead teams effectively, both through structured coaching and delivering by example.
- Ability to write technical instructions such as standard operating procedures.
- Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
- Highly self-motivated and directed.
- Ability to troubleshoot Windows Operating system and Microsoft Office applications.
- Understanding of hardware platforms and chipsets, such as desktops, laptops, printers and mobile devices.