Help Desk Manager (B2B Support) - Confidential Long Island : Job Details

**5 days/week in-office**

As a Helpdesk Manager

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
• Providing direction, delegating, and removing obstacles to get work done
• Leads by example; models the standard; expects more of self than others
• Anticipating and adopting innovations in business-building digital and technology applications

Impact

• Provide leadership and guidance to Support and Help Desk analysts, leads and supervisors while being their point of escalation.
• Manage teams shift schedules including our 24/7 Help Desk team.
• Ensure the teams provide the very highest level of service to Clients.
• Supervise the identification and escalation of open issues that represent risk.
• Supervise the troubleshooting, diagnosis, and resolution of technical issues reported for all client applications.
• Ensure customer issues are escalated to the Development organization when appropriate.
• Audit calls & tickets to ensure they are clearly documented and properly tracked.
• 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.
• Provide training on new hardware and/or software applications as requested.
• Metric and SLA monitoring for Project Related reporting.
• Work with Product teams to stay abreast of upcoming features.
• Be available for rotational on-call support for Crisis Management.

Qualifications

• Bachelors degree
• 8+ years of professional experience in a technical support capacity with a minimum of 3 years of experience in team management within B2B SaaS environments
• Familiarity with the retail environment, a plus (POS and associated components).
• Strong analytical, troubleshooting, and problem-solving skills.
• Expertise with the retail environment strongly preferred.
• Knowledge of Apple iOS platform and associated Mobile Applications.
• Customer-focused and service-driven; desire to go the extra mile to provide excellent service.