About the Company:
Single Digits, Inc. is a leading provider of intelligent managed networks, next generation Wi-Fi solutions, High-Speed Internet Access management and global support solutions.
At Single Digits, we provide end users with The Connected Life Experience a seamless, effortless and robust connectivity experience to increase revenue, improve customer/resident satisfaction and ultimately increase the value of their properties.
In 2020, we launched PlatformONE a world-class fully integrated wireless connectivity software platform to enhance customer opportunity and experience.
We currently serve over 5,700 customers globally across multiple industries including hospitality, student housing, multi-family, senior living, transportation, retail, federal and municipal government facilities.
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.
- Act as a point of contact for designated customer base
- Develop NOC Help Desk Agents, Specialists, Engineers, and Supervisors 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.
- Develop and report on metrics for the performance of the Help Desk and individual Help Desk employees.
- Senior contributor to the Incident, Request, Change, and Escalation processes, ensuring high levels of performance
- Contribute to improving customer support by actively responding to queries and handling escalations
- Develop and demonstrate an understanding of customer and business needs.
- 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.
- Contribute to a positive, supportive team and company culture
- 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 or technical suport 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
- Excellent leadership and people management skills
- Previous leadership/managerial experience in leading virtual teams
- Ability to work under pressure and meet deadlines
- Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
- Knowledge of Help Desk performance metrics (call, email, and ticket management statistics) for SLA adherence coupled with predictive analysis
- Attention to detail and commitment to high quality/error free deliverables
- Exceptional and demonstrable customer service skills
- Strong goal setting skills and goal achievement history
- Ability to strategize, persuade and negotiate
- Prior experience with hardware/software installation amp; configuration
- 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