A Customer Service Desk Manager is responsible for planning, implementing, and managing customer service systems to ensure efficiency and satisfaction. This role involves resolving customer satisfaction issues, analyzing data to identify trends, and reporting findings to system program teams. The Manager oversees Tier Support Services Teams and ensures a high standard of customer service delivery.
Responsibilities
- Plan, implement, and manage customer service systems to enhance customer satisfaction and operational efficiency.
- Handle and resolve customer satisfaction issues to maintain positive relationships.
- Review and analyze data to identify trends, patterns, and service issues.
- Report identified trends and insights to system program teams for continuous improvement.
- Supervise and provide guidance to Tier Support Services Teams to ensure high-quality support delivery.
- Implement best practices for customer service and support operations.
Qualifications
Education Requirement
- Bachelor’s degree in a relevant field is required.
Experience Requirement
- 5 years of experience in customer service roles, including at least 2 years managing Tier Support Services Teams.
- Acceptable Substitution: 8 additional years of relevant experience may substitute for the educational requirement.
Skills and Expertise
Required Skills
- Proficiency in managing customer service systems and analyzing data to identify trends and issues.
- Strong problem-solving and decision-making skills for resolving customer satisfaction issues.
- Effective communication skills for presenting trends and insights to program teams and stakeholders.
Preferred Skills
- Proficiency in service desk management tools (e.g., ServiceNow, Zendesk).
- Strong understanding of the ITIL framework and best practices.
- Experience in managing and training service desk teams.
- Ability to analyze and improve service desk metrics (e.g., response time, resolution time).
- Excellent communication and customer service skills.
- Problem-solving skills for handling escalations and complex issues.
- Experience in developing and implementing service desk processes and policies.
For any general inquiries please contact [email protected].
Equal Opportunity Employer (EEO)
Adaptivestack Technologies provides equal employment opportunity without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a disabled veteran, recently separated veteran, Armed Forces Service Medal veteran, or other protected veteran, marital status, familial status, age, handicap or disability, genetic predisposition or carrier status, uniformed service status or any other characteristic protected by applicable law.
Our Benefits
We value our employees and offer challenging career opportunities, competitive salaries and a comprehensive benefits package to include the following:
- Annual Paid Time Off (PTO)
- 11 Paid Federal Holidays Annually
- Comprehensive Medical, Dental, Vision Coverage
- All employees are eligible for performance-based bonus program recognizing outstanding contributors