Manager of Help desk Services (428-777) at Parker

Job Description

AVI-SPL designs, installs and supports technological solutions that help organizations of all types collaborate and communicate effectively -- from video control centers to hospital paging systems to conference rooms equipped for real-time video communications. Headquartered in the U.S., we have a global reach through our alliance with partners around the world. With each project, our goal is making complex, advanced communication solutions that are easy to use by our clients, so that they can focus on the task at hand.

Job Summary:

The Manager of Helpdesk Services is responsible for the management, strategy and direction of the global video helpdesk and the service delivered by the technical support engineers (TSE) group. Reporting to the Director of Conference Services, this position serves as a lead role to drive quality, efficiency and productivity within a key Service Operations function.

The Manager of Helpdesk Services is responsible for service fidelity and the overall support provided to AVI-SPL customers. Process oriented and customer-driven, this individual will foster a culture of ownership and accountability with a clear mandate on ensuring the support team is responsive to the needs of AVI-SPL clients. This position will be responsible for maintaining and building the level of expertise required to provide industry-leading service as well as maintaining the appropriate levels of training to support our partner accreditations.

The Manager of Helpdesk Services will establish stretching performance measures to ensure Service Levels are met and exceeded. This will include (but not limited to):

• Generating and analyzing ACD data
• Building dashboard reports to present findings and track performance
• Managing ticket queues and maintaining ‘healthy average ticket age’
• Soliciting direct customer input on service performance through CSAT programs

The Manager of Helpdesk Services will serve as an escalation point to resolve customer issues and concerns whilst enabling the AVI-SPL sales organization to maintain and grow associated service revenues.

As a key functional leader, the Manager of Helpdesk Services is expected to contribute to the overall service direction and strategy for the group and is empowered to make sound business decisions relevant to their level of responsibility.

JOB RESPONSIBILITIES:

• Manages Global Helpdesk function and team of Technical Engineers (TSE’s).
• Acts as Escalation Point for Helpdesk impacting events and/or business continuity planning.
• Develops the capabilities of the Global Helpdesk through key skills growth and talent acquisition.
• Builds and maintains KPI’s to measure service performance.
• Drives and implements Performance Management culture.
• Establishes productive, professional relationships with key personnel in strategic customer accounts.

Job Requirements

We are an Equal Opportunity Employer
Country: USA, State: Colorado, City: Parker, Company: AVI-SPL, Inc..