PROTECH

  • Service Operations Manager

    Job ID
    2018-4492
    Location(s)
    US-FL-Orlando
  • Overview

    We are seeking a Service Operations/Help Desk Manager for a role in Sarasota, FL or Orlando, FL. This role will be managing a team of technical support professionals. 

    Responsibilities

    • Research and follow up on reoccurring issues 
    • Ticket review and follow up 
    • Quality control and phone call recording review 
    • Monitor Phone Queue
    • Retrieve and document voice-mail 
    • Process email help requests 
    • Scheduling team 
    • Act as escalation point
    • Supervise day to day operations of the team 
    • Schedule and plan coverage 
    • Supervise training and ensure QC
    • Coach and motivate team 
    • Help in recruiting and hiring new team members 
    • Ensure policies and procedures are followed 
    • Ensure proper sharing of information between support and leadership
    • Be available to handle escalated customer issues 
    • Oversee all tickets 
    • Provide expertise on ways to improve service and overall support team

    Qualifications

    • 5+ years of help desk/customer support
    • 3+ years of manager level experience in a similar role 
    • Certifications like A+, Net+, ITIL a +
    • Resource and SLA Management 
    • POS background 
    • IT Background 

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed