Help Desk Manager

July 21

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KWI

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KWI is the industry’s only true omnichannel platform for specialty retailers.

Cloud based Omni-Channel solutions • Merchandising • Planning • Replenishment • BI Analystics

51 - 200

💰 Venture Round on 2001-09

Description

• The Help Desk Manager is responsible for the oversight and resolution of all Help Desk incidents generated from clients as well as internal teams • The Manager oversees a team of analysts and ensures the team has the proper staffing, tools, resources, and knowledge to troubleshoot reported issues and bring them to resolution • This leader must be root-cause oriented and obsessed with metrics, using data to drive our day-to-day direction and decisions • Our Help Desk is a 24/7/365 operation, so the Help Desk Manager must be able to work weekends and holidays • The regular schedule for this role is 5 days a week – Monday to Friday – from 9am to 6pm

Requirements

• Provide leadership and guidance to multiple support teams and act as their point of escalation • Teach, coach, and mentor analysts in all areas of responsibilities in their respective positions • Ensure the teams solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) and make every possible attempt to resolve • Supervise the identification and escalation of open issues that represent risk • Supervise the troubleshooting, diagnosis, and resolution of POS technical issues reported • Supervise the restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems • Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations • Train support staff on operational procedures, troubleshooting techniques, and new hardware/software

Benefits

• Full Medical, Dental and Vision • 4 weeks of PTO in your first year • Summer Fridays....all year round • Tuition Reimbursement • Discount from building café • 401(K) with a 50% company match (up to 6% of employee contribution) • Employee Referral Program • (1) Volunteer day each year