Manager Help Desk

ATS is seeking a proactive and customer-focused Manager Help Desk Support Specialist to join our dynamic IT team. In this hands-on, on-site role, you will be the first point of contact for users, providing essential infrastructure support to internal and external clients. Your primary responsibilities will include managing IT service requests, troubleshooting technical issues, and collaborating closely with team members on global projects. Complex issues will be escalated to senior engineers as needed, ensuring seamless service and high user satisfaction.Leadership: Strong leadership and people management skills, with the ability to inspire and motivate a team. Experience in performance management, coaching, and developing team members.Manager: Develop and manage call center assignments for inbound technical representatives as needed to meet or exceed minimum acceptable customer service levels established by management to ensure balanced and appropriate workflow across all available staff.Metrics: Provide ongoing training and mentorship to technical representatives in order to successfully achieve resolutions to clients’ technical concerns and issues in a timely and efficient manner.Reporting: Track and report on weekly and monthly key performance indicators (KPIs) established by management, to include call handling statistics and other relevant metrics for measuring and improving customer contact experienceUser Support: Provide frontline support by interpreting, evaluating, and resolving technical inquiries related to installed applications, hardware, and software.Efficient Issue Resolution: Deliver prompt, high-quality service in a fast-paced, high-volume help desk environment.Customer Service Excellence: Manage incident lifecycles while delivering exceptional customer service for supported business units and products.Knowledge Utilization: Resolve issues using internal knowledge bases, external resources, or team consultation as required.Escalation Protocols: Escalate unresolved cases to the appropriate support level within defined timeframes.First-Contact Resolution: Achieve productivity goals by resolving at least 80% of incidents at the first point of contact.Documentation & Ticketing: Maintain accurate records of service requests in a centralized ticketing system for efficiency and accountability.Diagnosis: Troubleshoot and diagnose problems promptly, offering end-user training when necessary.Collaboration: Work with IT team members on global projects and share best practices.Process Documentation: Document processes, solutions, and procedures to support team continuity.Advanced Support Escalation: Refer complex service requests to upper-level engineers when necessary