Looking for a Help Desk Manager

This is a direct hire position located in Southfield. The company supplies IT solutions worldwide.

Staff Management
• Train, coach, and mentor Help Desk Analyst and other support staff.
• Coordinate work schedules, including shifts covering core operational hours for nationwide support from 7:00 AM to 11PM (EST) on weekdays; from 11PM to 7AM (EST) on weekdays and 24 hours on weekends.
• Complete performance reviews on time for people under direct supervision.

Metrics tracking and reporting
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Prepare weekly/monthly performance reports for client management detailing trouble tickets, problem calls, and resolution metrics.
• Create and maintain historical records of related/repeated problems.
• Present on-going issues via trend analysis.
• Provide daily communication regarding support center operations.

SLA Performance
• Enforce established Help Desk service level agreements to establish problem resolution expectations and timeframes.
• Follow up with customers to ensure that their inquiries are resolved within the agreed upon time frame.

Process Improvements
• Design and enforce request handling and escalation policies and procedures.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Develop, implement, and maintain Help Desk Standard Operating Procedures.
• Provide guidance to staff in resolution of difficult questions to ensure accurate technical support information.
• Identify and resolve basic customer dissatisfaction and analyze causes to define corrective action strategy.
• Monitor customer contacts with staff to ensure standards of quality are met.

Staff Training
• Identify, recommend, develop, and implement help desk staff training programs.
• Ensure cross-training of team across multiple products - PLM, MNS & TDS.

Customer Service
• Manage customer expectations throughout the life-cycle of their incident, request, and/or complaint.