This is a contract to direct hire opportunity. Pay Rate: 27-32/hr
Looking for someone with a Bachelor's Degree and 5 years of help desk technical support experience which includes experience managing a customer service or help desk team.
The Help Desk Manager facilitates overall technical support and provides expert knowledge in all aspects of end user desktop assistance.
You will oversee two help desk analysts and ensure smooth help desk operations including providing excellent customer service, troubleshooting or escalating problems when appropriate, and ensuring that end user issues are resolved in a timely manner.
Review Help Desk tickets and ensure timely resolution
Update Help Desk database by documenting workflows to create efficiencies.
Utilize Help Desk monitoring tools and data to create or revise processes.
Test new versions of Tessitura CRM software for functionality and system access for all organizations
Act as customer service liaison with staff members to ensure efficient resolution of user issues.
Manage process for communicating planned and emergency outages with end users.
Monitor equipment set ups and personnel assignments to ensure proper Help Desk coverage.
Associate or Bachelor’s degree preferred in information technology, communications, organizational development or related field.
Minimum 5 years’ experience working in an interactive customer service environment such as a help desk, retail, or ticketing office environment.
Prior experience with Tessitura CRM software required.
Prior experience managing a customer service team required.
Expert knowledge in troubleshooting of desktop applications (MS Windows, MS Outlook, Internet Explorer, MS Office applications).
Working knowledge of computer software and hardware functionality
Strong leadership, communications and problem resolution skills
Internal Number: 19576
About Oxford Solutions, Inc.
Since 1998, Oxford Solutions has solidified our reputation as a reliable, cost-effective staffing solutions provider…whether it’s a mission-critical project of any magnitude, or simply to fill a necessary temporary opening to keep operations running smoothly.