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Customer Service Center Manager
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Job Description
- Req#: csyHEP2SWk7g
Employer Industry: Information Technology Support Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely with occasional travel (10-20%)
- Supportive and collaborative work environment
- Competitive salary and benefits package
- Chance to lead and develop a high-performance team in a dynamic environment
- Commitment to service excellence and customer satisfaction
What to Expect (Job Responsibilities):
- Manage daily operations of the Level 1 helpdesk team to meet service level agreements (SLAs) and key performance indicators (KPIs)
- Supervise, coach, and mentor helpdesk technicians, conducting performance evaluations and providing development plans
- Implement standardized processes for incident management and service request fulfillment
- Analyze support metrics to identify performance gaps and drive root cause analysis for recurring incidents
- Collaborate with other teams to improve overall service supportability and ensure compliance with policies and standards
What is Required (Qualifications):
- Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent professional experience (minimum 3-5 years in IT support)
- 3+ years of progressive experience in technical support or helpdesk operations
- 2+ years of experience supervising or managing technical support teams in a help desk or service desk environment
- Strong understanding of service management best practices, particularly incident and knowledge management
- Excellent verbal and written communication skills
How to Stand Out (Preferred Qualifications):
- Experience with Jira Service Management or similar ITSM platforms
- Knowledge of SaaS and cloud-based support models
- Experience managing offshore teams and coordinating follow-the-sun support operations
- Familiarity with global support delivery models and cross-cultural team management
#InformationTechnology #CustomerSupport #RemoteWork #CareerDevelopment #ServiceExcellence
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