Help Desk Manager
Global Mentoring Solutions - Moncton, NB

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If you’re looking for a managerial role where you’re constantly challenged to quickly deploy new technologies, and you love managing a team dedicated to assisting others with technology, we have an excellent opportunity for you to grow and excel in a fulfilling work environment.

GMS offers its employees an opportunity to work from their home offices and prides itself on creating a “green” on-line workforce long before it was a “trendy” thing to do.
GMS is filling this key position making this an ideal opportunity for:

  • Experienced Managers interested in the constant evolution of techniques to improve customer experience and the performance of Help Desk Staff.
  • Experienced Managers interested in improving techniques for arranging staff schedules, monitoring staff performance and evaluation.
  • Experienced Managers with a flair for building a foundation of different procedures that will add to the smooth delivery of excellent and qualified customer service care.
  • Recruiting, Hiring, Training and Maintaining a skills’ superior help desk support team
  • Proven track record in scheduling support agents to match the activity required on the help desk
  • Proven track record in meeting the customers SLA’s (internal and external)
  • Proven track record in meeting and Exceeding High Quality Delivery Metrics to ensure customer satisfaction.
  • Managers with P&L experience.
  • Managers with experience in achieving budget; leading monthly Help Desk reviews; analyzing reports and metrics.
  • Managers with experience in preparing projections on utilization for incoming user volumes

In addition to the experience in the tasks noted, the successful candidate will possess:

  • University Baccalaureate Degree in business discipline or equivalent job experience.
  • 3+ years practical experience in busy help desk management position
  • Demonstrated expertise (5+ years) using and deploying ticketing systems (i.e. AutoTask or Connectwise).
  • Bilingual (French and English) is considered an asset.
  • Excellent oral and written communication skills.
  • Ability to interact with customers and senior management and sales
  • A strong ability to multi-task.
  • 3+ years as either Trainer / Instructor or 1 on 1 desk-side support tutor or coach

About this company
Global Mentoring Solutions is a diverse, customer centric support organization; dedicated to our Reseller Channel. We focus on two primary...