Manager, IT Help Desk

Job description

The Help Desk Manager oversees technical support staff, ensuring prompt resolution of hardware, software, and POS system issues to maintain smooth retail operations. They manage ticket escalations, train staff, analyze performance metrics, answer calls and emails, and uphold high customer service standards for both internal employees and customers This is a full time, 40 hour per week position, located at Belk Corporate in Charlotte, NC. After hours and weekend work may be required to support business initiatives. This role also requires exercising independent judgment, problem solving, interpersonal skills, strong written and verbal communication skills, and the ability to deliver a high level of quality service. Job Functions: - Hire, train, and mentor staff, including operational procedures and troubleshooting techniques - Ability to lead a team that provides excellent service to non-technical users - Monitor tickets for completeness in accordance with support level agreements - Achieve and improve Help Desk service level agreements by tracking first-call resolution rates, ticket volume, abandonment rates, and call handling times - Monitor the Help Desk ticket queue throughout t...