Top 5 Helpdesk manager Jobs in Birmingham, Al

Help Desk Manager (On-Site)
Neumo Holdings LLC —Birmingham, AL
- Full-time
- 5 years
- Analysis skills
- In-person
Quick Apply
IT Support Specialist
Creature —Birmingham, AL
- Full-time
- Computer Science
- Mid-level
- Windows
Quick Apply
Technical Support Specialist II 4P/493
4P Consulting Inc. —Birmingham, AL
- 12 hour shift
- Background check
- Computer science
- Computer Science
Quick Apply
Infrastructure and Cloud Operations Lead
Aculocity, LLC —Birmingham, AL
- Full-time
- ERP systems
- Continuous improvement
- Senior level
- Paid holidays
- Health insurance

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Tier 2/3 Technical Support - MSP
Evolv I.T. —Birmingham, AL
Own advanced root cause analysis and push permanent solutions—not temporary band-aids. Serve as a mentor and technical resource to lower-tier techs.
$50,000 - $65,000 a year
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Service Desk Analyst I
RxBenefits, Inc. —Birmingham, AL
Provide technical support for hardware/software. Excellent written and verbal communication skills, with an excellent telephone manner.
$23.00 - $27.02 an hour
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6d

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Help Desk Technician
Integrated Services for Behavioral Health —Columbus, OH
Under indirect supervision, this position will also provide responses to telephone calls, email requests, helpdesk tickets, and direct staff requests for…
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Help Desk Manager (On-Site)

Neumo Holdings LLC
Birmingham, AL

Quick Apply

Job Details

Full-time

Qualifications

Managing technical support teams
Team supervision
Managing teams in a customer support role
Phone communication
Call center management

Full Job Description

Job Summary:

Supports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets. Maintains communication with customers through outages and service activity.

Duties and Responsibilities:

Manage all Help Desk activity which includes responding to calls from end-user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.
Routing the tickets to the appropriate technical resource and maintaining communication with the customers and internal resources throughout the lifecycle of the service event.
Reporting on metrics such as ASA, Average Time to Respond, Mean Time to Repair.
Manage escalations to managers and technical staff as necessary.
Provide post-event reviews and analysis. Maintain a knowledge database of service events and their respective solutions for future reference.
Daily performance, staffing, and coaching for Tier 1 & Tier 2
Real-time management, coaching interventions, and workload balancing
First point of escalation for Tier 1 & Tier 2 agents
Partnering with BU SME on complex issues
Driving adherence to quality and process standards
Drives changes into their teams (improvements in process, systems; introduces new products and customer installations)
Performs agent observations, coaching, and interventions (Real-time for immediate impact; Weekly for trends)
Administratively oversees team, including attendance, schedule adherence
Perform other duties as assigned

Education and Experience:

Experience with contact center / help desk is required
Experience with tax and business license environment is desired
5-10 Years of experience in Help Desk management is required.

Knowledge, Skills and Abilities:

Knowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud)
Ability to maintain professional and courteous communication with end-user customers

Work Environment:

Requires quiet, uninterrupted ability to speak on calls with clients and internal support teams.

Physical Demands:

Must be able to remain in a stationary position for most of the day
Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
This position needs to occasionally move about inside the office
The person in this position frequently communicates via telephone

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

Quick Apply

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helpdesk manager jobs in birmingham, al

Help Desk Manager (On-Site)

IT Support Specialist

Technical Support Specialist II 4P/493

Infrastructure and Cloud Operations Lead

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