Service Desk Manager
USA, Birmingham AL
$70,000 - $90,000
Job Description
The Technical Support Center provides technical end-user support for our company’s employees, brokers, distributors, and customers. The team is comprised of the Technical Support Phone Center and Extended Services teams and provides services including request management, Incident management, audio visual support and direct customer support for new hires and technology projects. The team works to analyze and resolve customer issues as quickly as possible or escalates to the appropriate team to ensure timely resolution.
Responsibilities
· Hires, trains and develops team members. Analyzes staff and team performance through various statistical and reporting methodologies. Provides monthly coaching/feedback sessions for employees and conducts annual performance reviews
· Assists the TSC Manager with the training and development of employees.
· Works with manager to ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved to customer satisfaction.
· Works closely with the Technical Support Center Leadership Team on the development/implementation of standards, processes and systems required to deliver consistent high quality customer service. Key criteria are service levels, responsiveness, cost effectiveness and standardization.
· As required, serves as a liaison for the TSC in project initiatives and interacts with other departments to address the business needs of the TSC and its customers.
· Enforces department and company policies and procedures in a fair and consistent manner.
· To achieve a high degree of customer satisfaction by maintaining a professional and positive tone.
· Works with leadership to identify and implement processes to improve the effectiveness of the team and enhance the customer experience.
· Manages the staff schedule to maintain coverage and approves time.
· To have the ability and willingness to work outside of normal business hours to accomplish work assignments. To have the ability and willingness to work leadership on-call responsibilities, including nights and weekends.
· Analyzes call data and monitors team queues to ensure timely resolution of customer issues.
· Performs other duties as assigned by management.
Work Experience, Education, Certification/Training Required
· FINRA Series 99 and SEI or better
· Minimum of 5+ years of professional, technical, or customer support experience in a corporate environment with 3-5 years Broker/Dealer or RIA experience.
· Prior management/supervisory experience is required with a background in employee coaching and performance management.
· Working experience managing customer problems with escalation criteria.
Knowledge, Skills, and Abilities Required
· Has a strong customer service orientation and desire to embrace technology as a means of improving service
· Superior customer service skills
· Proficient in Microsoft Office 365 Suite
· Experience working in a team environment with demonstrated leadership skills
· Experience working in a project-oriented environment and meeting assigned deadlines
· Ability to think outside of the box
· Self-starter
· Excellent oral and written communications skills
· Manage multiple tasks with high level of accuracy and attention to detail
· Ability to prioritize tasks and delegate effectively