MANAGE AND SUPPORT HELP DESK DEPARTMENT

• Train and support HD Staff with focus on effective methods to research, troubleshoot and delivery solutions to technical requests by clients.
• Manage HD Staff in the day-to-day performance of their responsibilities.
• Provide troubleshooting assistance and guidance.
• Act as an escalation point and facilitator for severe, critical, or unique client issues that arise.
• Organize and conduct HD department meetings.
• Develop and conduct ongoing training.
• Evaluate performance of HD staff and provide effective and timely feedback for improvement.
• Ensure all customer service standards, department milestones and goals are met.
• Identify and gather key metrics to analyze the HD performance and identify problem areas.

MAINTAIN AND MANAGE COMPANY TICKETING SYSTEM

• Monitor and maintain ticketing queue.
• Assign tickets to HD staff to ensure on-time completion and SLAs are met.
• Respond directly to client requests.
• Coordinate HD staff on-site client visits, hardware repairs, hardware setup, delivery, and return.
• Setup and maintain client accounts.
• Coordinate with ticketing system manufacturer on system issues.
• Respond to urgent tickets and requests and distribute accordingly.
• Implement and utilize systems and tools to identify, document and resolve reported problems.
• Develop and optimize processes/procedures to achieve service level requirements and performance goals.

CLIENT MANAGEMENT

• Maintain up-to-date and accurate, organized and easily accessible client documentation: process, procedure and application documentation, access information, passwords and client hardware and licensing inventory.
• Setup and maintain client accounts within ticketing system.
• Provide updates/reporting to clients as requested.
• Participate in client meetings related to process and procedure.
• Attend scheduled client meetings.

SKILLS REQUIRED:

• Bachelor’s Degree or equivalent experience in related technical field.
• 3-5+ years help desk experience.
• 2-3+ years help desk leadership/management experience.
• Ability to successfully navigate tight deadlines and conflicting priorities within a high-volume, fast-paced environment.
• Strong organizational skills.
• Excellent interpersonal, written, and verbal communication skills.
• Experienced in training and ongoing coaching.
• Strong customer service background.
• Solid technical background with ability to communicate effectively with non-technical clients.

Job Type: Full-time

Pay: $34.00 - $43.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Bellevue, WA 98007: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Bellevue, WA 98007

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