Help Desk Manager

Job description

The Help Desk Manager role oversees a team, ensuring an efficient operation within the Help Desk platform. This position possesses control over decision-making within the function in alignment with specific goals, the accomplishment of which may significantly affect enterprise operations. This role oversees the daily operations of the Support Services Team, implements strategies to enhance the end-user experience and fosters brand loyalty. This role involves supervising the Help Desk team, recommending resource needs, assisting with hiring and training, conducting performance reviews, and ensuring compliance with ticket Service Level Agreements (SLAs) and team deliverables. This role is expected to be hybrid and can be located in either Nashville or Denver. Responsibilities: - Oversee service request response, classification, and prioritization processes. - Provide leadership for technical troubleshooting efforts and manage service request escalation protocols. - Ensure accurate and thorough documentation of activities and resolutions. - Oversee knowledgebase maintenance and updates, adjusting protocols as needed. - Lead incident, problem, and change management processes. - Define...