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Help Desk Manager

Company: CyberCoders
Location: Greenvale
Posted on: December 5, 2019

Job Description:

Help Desk Manager
If you are a Help Desk Manager with experience, please read on!
Top Reasons to Work with Us
We offer a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. We combine Point of Sale, Merchandising, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a values and mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.When it comes to our people, we strive to create an environment where our teams and clients can live and work well. Our office environment is casual and fun - on a weekday afternoon, you might catch our employees recharging with a quick afternoon ping-pong game. While we do find time to have fun, we also work hard. We encourage our people to take risks, to challenge the status quo, to improve processes, and to be better every day. We have a team of passionate and dedicated employees who are committed to making themselves and our clients better.We are a privately held, debt-free and management owned company. Our company has never had a layoff and continues to grow!
What You Will Be Doing
The Manager is responsible for all Help Desk incidents generated from both internal teams and clients, and facilitate support for KWI's clients' stores. The Manager will manage the filing of all calls and Support Services requests for support, troubleshooting, triaging of issues, and channeling of issues to appropriate department(s) when necessary.About the Job- Provide leadership and guidance to multiple support teams and act as their point of escalation- Teach, coach, and mentor analysts in all areas of responsibilities in their respective positions- Ensure the teams provide the very highest level of service to KWI's Clients- Ensure the teams solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) and make every possible attempt to resolve- Supervise the identification and escalation of open issues that represent risk- Supervise the troubleshooting, diagnosis, and resolution of POS technical issues reported- Supervise the restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems- Identify trends of incoming calls and report to Director of Support- Supervise the escalation of customer issues to appropriate software developers as necessary when a software resolution is deemed necessary- Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations- Ensure customers are kept well informed of the status of their requests- Make recommendations on standards and procedures for support operations and write technical notes- Train support staff on operational procedures, troubleshooting techniques, and new hardware/software- Communicate professionally with consideration of all levels of associates and management being addressed regarding both technical and non-technical subjects, in writing and verbally as appropriate- Metric and SLA monitoring for Project Related reporting- Work with other teams on Projects and manage the rollout of hardware & software upgrade Rollouts - for both new & existing clients- Conduct client conference calls for above mentioned Projects & Rollouts- Ensure customers are kept well informed of the status of their installs.- Work with Product and Development teams to stay abreast of upcoming features- Be available for on-call support for Crisis Management
What You Need for this Position
Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of successYou have excellent interpersonal, oral and written communications skillsYou're well versed in technology and have knowledge of concepts pertaining to technical supportYou're a self-starter and thrive in an entrepreneurial environment handling multiple tasksYou have familiarity with the retail environment (POS and associated components)Familiarity with Apple and/or other mobile applications a plusMust have knowledge of Microsoft operating systems and applicationsPOS systems and/or proprietary software experience strongly desired5+ years' experience working in an IT call center environment3+ years' Mobility experienceExperience in remote support scenariosStaff Management experience (1+ years)

So, if you are a Help Desk Manager with experience, please apply today!
- Applicants must be authorized to work in the U.S.
CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Keywords: CyberCoders, New York , Help Desk Manager, Executive , Greenvale, New York

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