Help Desk Operations Manager
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Job Summary
Managing the quality and customer experience of the Managed IT Help Desk, the full-time remote Help Desk Operations Manager will oversee support tickets, workflows, and team collaboration while ensuring client satisfaction and effective project management.
Key responsibilities
- Monitor and manage active Help Desk tickets to ensure quality and adherence to Service Level Agreements
- Build and maintain a high-performing team culture through coaching, training, and performance management
- Serve as the first point of contact for escalated customer issues and ensure timely resolution
Required qualifications
- High School Diploma or GED
- 2 years of IT Management experience
- 2 years of Call Center experience
- Experience in leading a team, including hiring and training
- Basic understanding of project management principles
Complete Job Description
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