Help Desk Manager/Call Center Rep

DIGITANITY, a leading player in the Executive Office industry, is seeking a dedicated Help Desk Manager/Call Center Representative to join our dynamic team. This vital role focuses on ensuring the smooth operation of our help desk services and contributing to an outstanding customer experience. As a Help Desk Manager/Call Center Rep, you will be the first point of contact for our clients, addressing their concerns and providing top-notch support. You will oversee call center operations, managing a team to resolve customer inquiries efficiently while maintaining high service standards. This position requires a blend of technical knowledge, exceptional communication skills, and the ability to manage and nurture a talented team. You will be instrumental in implementing processes that improve operational efficiency, enhance customer satisfaction, and foster a positive work environment. At DIGITANITY, we value innovation and strive to create a unique culture that empowers our employees to deliver their best work. If you are passionate about providing excellent customer service and have a proven track record in a help desk or call center environment, we encourage you to apply and become a vital part of our innovative and fast-paced organization.

Responsibilities

• Oversee daily operations of the help desk and call center team.
• Manage, train, and mentor staff to ensure exceptional customer service.
• Develop and implement help desk procedures and policies to improve efficiency.
• Analyze performance metrics to identify areas for improvement and training needs.
• Handle escalated customer issues and provide resolutions in a timely manner.
• Coordinate with IT and other departments to enhance service delivery.
• Prepare and present reports on help desk operations and customer satisfaction.

Requirements

• Proven experience in a help desk or call center role, with managerial responsibilities preferred.
• Strong knowledge of help desk software and remote access tools.
• Excellent communication and interpersonal skills to manage relationships with clients and team members.
• Ability to lead, motivate, and develop a high-performing team.
• Analytical mindset with skills to assess and enhance operational efficiency.
• Proficiency in troubleshooting technical issues and providing solutions.
• Bachelor's degree in a relevant field or equivalent experience is preferred.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Wellness Resources