Skills
- Problem solving
- Customer satisfaction
- Service level
- Analytical skill
- Customer relationship management
- Customer experience
- KPI
- Operations
- People management
- ITIL
Job Description
Piper Companies is seeking a highly skilled and experienced Senior Manager, Helpdesk for an employment opportunity. As a Senior Helpdesk Manager, you will be responsible for managing a team of dedicated support professionals, ensuring exceptional customer service, and maintaining efficient helpdesk operations.
Job Summary: As the Senior Manager of Helpdesk, you will oversee the day-to-day operations of our helpdesk team, driving excellence in customer support and ensuring timely resolution of inquiries and technical issues. You will play a crucial role in fostering a customer-centric culture, implementing best practices, and optimizing processes to deliver exceptional service. Your expertise in helpdesk management will be instrumental in ensuring a positive and seamless customer experience. This role is on site and sits out of the Washington D.C./Northern Virginia Area.
Key Responsibilities:
• Oversee and manage the operations of the helpdesk, ensuring the efficient handling and resolution of customer inquiries, incidents, and service requests.
• Develop and implement processes, procedures, and service-level agreements (SLAs) to ensure timely response and resolution times, striving for customer satisfaction and continuous improvement.
• Monitor and analyze helpdesk metrics and KPIs, identify trends and areas for improvement, and implement corrective actions as necessary.
• Lead and manage a team of helpdesk professionals, providing coaching, mentoring, and performance feedback to drive individual and team success.
• Contribute to the development and implementation of customer support strategies, ensuring a seamless and consistent customer experience across various channels.
• Stay up to date with industry trends, best practices, and emerging technologies in customer support and helpdesk management.
• Oversee the incident management process, ensuring timely escalation, resolution, and communication of critical incidents to minimize customer impact.
• Collaborate with technical teams to identify recurring issues, root causes, and long-term solutions, driving problem management initiatives.
• Implement proactive measures to prevent incidents and reduce support requests through knowledge base documentation, self-service options, and user education.
• Establish quality assurance practices to ensure adherence to customer service standards, including call monitoring, ticket reviews, and customer feedback analysis.
• Conduct regular customer satisfaction surveys and use feedback to drive improvements in service delivery and customer support experience.
Qualifications and Experience:
• Proven experience in helpdesk management, with a focus on customer support operations.
• Strong knowledge of helpdesk tools, ticketing systems, and customer relationship management (CRM) software.
• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.
• Outstanding communication and interpersonal skills, with a strong customer service orientation.
• Analytical mindset, with the ability to monitor and interpret helpdesk metrics and KPIs to drive improvements.
• Proven experience in incident management and problem-solving.
• Familiarity with ITIL or other IT service management frameworks is a plus.
Compensation:
• Salary: $155,000 - $175,000 depending on experience, along with annual bonus based on performance
• Benefits: Health, Vision, Dental, 401k, Unlimited PTO
Job Summary: As the Senior Manager of Helpdesk, you will oversee the day-to-day operations of our helpdesk team, driving excellence in customer support and ensuring timely resolution of inquiries and technical issues. You will play a crucial role in fostering a customer-centric culture, implementing best practices, and optimizing processes to deliver exceptional service. Your expertise in helpdesk management will be instrumental in ensuring a positive and seamless customer experience. This role is on site and sits out of the Washington D.C./Northern Virginia Area.
Key Responsibilities:
• Oversee and manage the operations of the helpdesk, ensuring the efficient handling and resolution of customer inquiries, incidents, and service requests.
• Develop and implement processes, procedures, and service-level agreements (SLAs) to ensure timely response and resolution times, striving for customer satisfaction and continuous improvement.
• Monitor and analyze helpdesk metrics and KPIs, identify trends and areas for improvement, and implement corrective actions as necessary.
• Lead and manage a team of helpdesk professionals, providing coaching, mentoring, and performance feedback to drive individual and team success.
• Contribute to the development and implementation of customer support strategies, ensuring a seamless and consistent customer experience across various channels.
• Stay up to date with industry trends, best practices, and emerging technologies in customer support and helpdesk management.
• Oversee the incident management process, ensuring timely escalation, resolution, and communication of critical incidents to minimize customer impact.
• Collaborate with technical teams to identify recurring issues, root causes, and long-term solutions, driving problem management initiatives.
• Implement proactive measures to prevent incidents and reduce support requests through knowledge base documentation, self-service options, and user education.
• Establish quality assurance practices to ensure adherence to customer service standards, including call monitoring, ticket reviews, and customer feedback analysis.
• Conduct regular customer satisfaction surveys and use feedback to drive improvements in service delivery and customer support experience.
Qualifications and Experience:
• Proven experience in helpdesk management, with a focus on customer support operations.
• Strong knowledge of helpdesk tools, ticketing systems, and customer relationship management (CRM) software.
• Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams.
• Outstanding communication and interpersonal skills, with a strong customer service orientation.
• Analytical mindset, with the ability to monitor and interpret helpdesk metrics and KPIs to drive improvements.
• Proven experience in incident management and problem-solving.
• Familiarity with ITIL or other IT service management frameworks is a plus.
Compensation:
• Salary: $155,000 - $175,000 depending on experience, along with annual bonus based on performance
• Benefits: Health, Vision, Dental, 401k, Unlimited PTO