Help Desk Manager

Smartmls - Milford, CT

Full-time - Manager

Onsite - Milford, CT

Real Estate

About the position

SmartMLS is seeking a Help Desk Manager to lead its technical support help desk team in providing exceptional customer service and resolving support issues. This full-time, in-person role requires a solid technical background and a proven track record in managing high-performing customer service teams. The ideal candidate will possess an empathetic and problem-solving attitude, with the ability to motivate the team towards achieving specific goals.

Responsibilities

• Manage the Help Desk Support Team and evaluate its performance.
• Manage Help Desk Support Team schedule and review/approve PTO requests to ensure adequate coverage at all times.
• Recruit, train, and support Tech Support team members.
• Set high customer service standards and hold the team accountable for meeting those standards.
• Coach, counsel, and discipline team members as needed.
• Contribute to improving customer support by actively responding to queries and managing complaints and escalations.
• Establish best practices through the help desk support process.
• Follow up with customers on any help desk interactions that don't meet SmartMLS standards.
• Develop daily, weekly, and monthly Support ticket reports.
• Identify Support issue trends and coordinate with Management or other team leads to address those issues.
• Provide customer feedback to the CEO.
• Take on projects from CEO/Management on an as-needed basis.
• Take ownership in processes and assist Management in driving improvements and change.
• Identify internal/external training gaps and work with the Training Team to address them.
• Provide leadership by modeling professionalism, bringing a positive attitude to work each day, and fostering a collaborative environment.

Requirements

• Demonstrated success as Help Desk team manager.
• Hands-on experience with ticketing software (Zendesk is a plus).
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service orientation with a problem-solving, can-do attitude.
• Excellent written and verbal communications skills.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance