Help Desk & Call Center Manager - Coaching & Ops Leader

Neumo; Birmingham (AL); On-site; USD 70,000 - 110,000; Full time

Job summary

Neumo, based in Birmingham, AL, seeks an experienced Help Desk Manager to lead Tier 1–2 operations within the Revenue Compliance domain. You will oversee triage, incident routing, staffing, and coaching to ensure rapid resolution and high service quality.

The role emphasizes metrics, process adherence, and knowledge management, with a focus on continuous improvement and customer satisfaction.

Qualifications

• 5–10 years of experience in Help Desk management.
• Experience in contact center software and processes.
• Experience in tax and business license environments is desired.

Responsibilities

• Manage all Help Desk activity including logging and triaging tickets.
• Route tickets to appropriate resources and communicate throughout lifecycle.
• Produce metrics reports (ASA, time to respond/repair) and drive improvements.
• Coach Tier 1–2 staff and handle escalations.
• Maintain knowledge base of service events and solutions.
• Oversee scheduling, attendance, and real-time workload balancing.

Skills

Team leadership

Customer service

Coaching

Tools

Amazon Connect

Salesforce Service Cloud

Job description

Neumo, based in Birmingham, AL, seeks an experienced Help Desk Manager to lead Tier 1–2 operations within the Revenue Compliance domain. You will oversee triage, incident routing, staffing, and coaching to ensure rapid resolution and high service quality.

The role emphasizes metrics, process adherence, and knowledge management, with a focus on continuous improvement and customer satisfaction.