• Help Desk – Tier 2 Service Delivery Manager

    Job Locations US-PA-Cranberry TWP
    Job ID
    2018-1685
    Category
    Help Desk
  • Overview

    Continuum’s Help Desk business delivers white-labeled, 24 x 7 technical support services to approximately 65,000 end-users who are employed by several thousand small and medium-sized businesses located primarily in the US, UK and Australia.  The Help Desk business, located in Cranberry, PA, Mumbai, India and Manila, Philippines, has grown more than 50% in each of the last three years and similar growth is anticipated for the foreseeable future. 

    POSITION OVERVIEW

    The Help Desk Tier 2 Service Delivery Manager serves an essential role in coordinating the activities of the members of one of the Tier 2 Help Desk team. The SDM will lead a team of 20 Tier 2 technicians in providing great support for our 65,000 customers in resolving their advanced technical issues.

    Reporting to the Help Desk Senior Director, the Tier 2 Service Delivery Manager will work with internal teams and our MSP partners to ensure ever-improving support for their customers.  The Tier 2 Service Delivery Manager will serve an essential role in delivering value and ensuring the success of Help Desk Technicians.

    Responsibilities

    RESPONSIBILITIES

    • Lead a dedicated team of tier 2 help desk technicians to deliver world class support to our partners and customers
    • Be accountable for Incident, Problem, and Escalation management for advanced technical issues
    • Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
    • Create, monitor, control, and support workflows to ensure timely response to and resolution of support tickets
    • Develop processes, procedures and performance standards aligned with the company’s objectives and growth goals
    • Recruit, mentor, and develop help desk technicians and nurtures an environment where every team member can excel as a problem solver and is empowered to own customer engagement and service
    • Oversee customer issues and ensures effective and long-term problem resolution
    • Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs
    • Direct and develop help desk technicians; resolve conflicts; ensure work product consistently meets established standards; and take required corrective/developmental action to remedy deficiencies
    • Establish performance objective and manage performance for their team
    • Interact with partners/clients to align and deliver on objectives
    • Communicate changes to help desk team
    • Assist team members in identifying the need for a Level 2 resource
    • Promote consistent incident handling procedures (use of systems)
    • Ensure use of the Knowledge Base for authoring and searching
    • Other duties as assigned

    Qualifications

    • Experience in leading and motivating a team.
    • 2 to 4 years of experience in a Service or Help Desk/Support Center environment.
    • Excellent communication skills, both oral and written, with various audiences; mature, confident, assertive communication style.
    • High levels of patience and calm under pressure to facilitate technician coaching and training.
    • Ability to work in a fast paced, dynamic environment.
    • Willingness to make changes or adapt as the situation dictates.
    • Excellent organizational skills; ability to prioritize and manage multiple tasks.
    • Bachelor’s degree required.
    • HDI Support Center Manager preferred.
    • ITIL Foundations preferred.
    • Certifications: Apple, Microsoft, CompTIA, etc. preferred.

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