Remote Help Desk Operations Leader | IT Service Excellence

Secur-Serv; Omaha (NE); Remoto; USD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

HSA plan

Life insurance

Short & long-term disability

401K with company match

Tuition reimbursement

Wellness program

Remote work

Descrizione del lavoro

Secur-Serv is seeking a Help Desk Operations Manager to lead our Managed IT Help Desk, ensuring top-tier customer experience, effective ticket workflows, and strong collaboration among technicians and managers.

This remote, work-from-home role is open to candidates in the continental U.S. with eligibility for on-call rotation; we offer a generous benefits package, 401(k) match, tuition reimbursement, and ongoing education to support growth.

Competenze

• High School Diploma or GED.
• 2 years of IT Management experience.
• 2 years of Call Center experience.
• Experience in leading a team, including hiring, training, and performance management.
• Basic understanding of project management principles to oversee help desk initiatives.
• Ability to develop training programs and materials for help desk staff.
• Experience in managing budgets and controlling costs related to help desk operations.
• Proficiency in generating and analyzing reports to track help desk performance and identify areas for improvement.
• Be part of On-Call rotation.

Mansioni

• Work customer tickets as needed/available.
• Assist technicians with technical or customer needs.
• Maintain scheduled ticket status and scheduled service calls.
• Follow-up as first Point of Contact for negative ticket survey response.
• Monitor all active Help Desk tickets to ensure quality.
• Watch Service Level Agreements for all technicians.
• Watch communication metrics for all technicians.
• Move/escalate tickets to meet service level agreements.
• Move/escalate tickets to meet service level agreements.
• Assist in inter-department ticket assignment.
• Balance Help Desk technician workload.
• Schedule / dispatch Field Service tickets and coordinate materials.
• Provide first Point of Contact for Field Service escalation.
• Build team cohesion and best-in-class customer support culture.
• Plans, directs, and coordinates the efforts of assigned staff towards goals and objectives.
• Develops staff and provides guidance on client relationships and projects.
• Ensure training is provided to staff.
• Provide coaching, feedback and performance evaluations.

Conoscenze

IT Management

Call Center

Team Leadership

Budget Management

Report Analytics

Customer Communication

Formazione

High School Diploma or GED

Strumenti

MS Office

ITIL familiarity

Descrizione del lavoro

Secur-Serv is seeking a Help Desk Operations Manager to lead our Managed IT Help Desk, ensuring top-tier customer experience, effective ticket workflows, and strong collaboration among technicians and managers.

This remote, work-from-home role is open to candidates in the continental U.S. with eligibility for on-call rotation; we offer a generous benefits package, 401(k) match, tuition reimbursement, and ongoing education to support growth.