Help Desk Manager
Bedford, TX

Job Description

Who We Are:

Single Digits is a leading global provider of High Speed Internet Access (HSIA) management and support solutions, guest management software and technical support services. We offer a complete guest HSIA solution, including components of IP network design, engineering, professional services, ongoing maintenance, networking monitoring, multi-lingual support, revenue reporting and authentication tracking.

Our innovative Broadband Authentication Platform (BAP) empowers properties to tailor their HSIA to the unique needs of a variety of industries, including hospitality, multi-dwelling unit (MDU), property management, health care, government, education, travel and more. Thanks to our managed service business model, our clients can boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures. In short, we build wicked good WiFi and we service it well so that our customers can sleep well at night.

About the Position:

The NOC Help Desk Manager will be responsible for managing the day-to-day operation of the NOC Help Desk, including scheduling, hiring, managing, coaching and evaluating employees, and partnering with upper management to ensure timely resolution of service impacting issues. The NOC Help Desk Manager will manage a team comprised of both junior and senior Help Desk technicians in a 7x24x365 environment.

Job Responsibilities:

* Ensure effective coverage for Help Desk within a 7x24x365 environment.
* Develop NOC Help Desk Agents to ensure that staff is providing industry leading technical network support.
* Manage team to meet KPI/SLA objectives while providing hands-on leadership during network events.
* Develop, refine, and document NOC Help Desk policies, processes, procedures, including training.
* Work closely with Product Innovation team on escalation of issues and software releases/upgrades/requirements.
* Develop and report on metrics for the performance of the Help Desk and individual Help Desk employees.
* Conduct performance appraisals and administer disciplinary actions when necessary.
* Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model and impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
* Plan and execute projects, training, objectives, timelines, deliverables and milestones for the NOC Help Desk in a quantifiable manner.

Requirements

* Minimum 3 years experience in a high volume call center environment
* Strong team leadership, motivation, and development skills
* Proven ability to drive individuals and team performance
* Excellent computer-based, telephonic, verbal and written communication skills
* Organizational skills
* Exceptional and demonstrable customer service skills
* Strong goal setting skills and goal achievement history
* Ability to strategize, persuade and negotiate
* Ability to multi-task and successfully prioritize workload
* Excellent problem solving and decision-making skills
* Willingness and ability to work in a fast-paced working environment over an extended period of time
* Flexibility in scheduling to regularly include 1st, 2nd and occasionally 3rd shift.
* Proficient in Word, Excel and Outlook