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Help Desk ManagerMATRIX Resources - Alpharetta, GAVoted one of the Best Places to Work in Atlanta, this health care company is seeking an experienced Help Desk Manager. Your responsibilities will include managing the processing of incoming calls to the help desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Establish and enforce help desk SLA's in consultation with end users to establish problem resolution expectations and timeframes. Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Train, coach, and mentor Help Desk Technicians and other junior staff. Plan and... See job listing >19 days ago from Jobfox - Save - Block - Flag - More Tools...
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