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Job Description
- Req#: HELPD006583
Employer Industry: Environmental Engineering and Construction Firm
Why consider this job opportunity:
- Salary up to $158,000
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative remote work environment
- Chance to make a positive impact on customer satisfaction and service delivery
- Comprehensive training programs and resources for professional development
What to Expect (Job Responsibilities):
- Manage daily operations and performance of Help Desk Tiers 1-2, ensuring high-quality ticket resolution and adherence to KPIs and SLAs
- Lead, develop, and mentor a team of Help Desk Analysts, fostering a collaborative remote work environment
- Serve as the executive point of contact for technical support and incident management
- Ensure exceptional customer experience by integrating customer satisfaction objectives into team goals
- Track, analyze, and report on Service Desk incidents, trends, and team productivity to identify opportunities for improvement
What is Required (Qualifications):
- Minimum of 8 years related work experience in IT or a related field
- Experience in a high operational call center, Help Desk, or network operations center (NOC)
- Experience implementing and maintaining an ITSM platform
- A bachelor's degree in IT or a related field or equivalent experience and/or certifications
- ITIL Foundations certification
How to Stand Out (Preferred Qualifications):
- Demonstrated leadership and people management experience, including coaching and team development
- Strong project management and change management skills
- Proven track record of implementing ITSM and Enterprise Ticketing systems
- Extensive technical expertise in desktop hardware and software, networking solutions, and ITSM platforms
- Ability to handle challenging requests and maintain high customer service standards
#EnvironmentalEngineering #HelpDeskManagement #ITLeadership #RemoteWork #CareerGrowth
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
Brown and Caldwell is the largest engineering consulting firm solely focused on the U.S. environmental sector. In a climate of tightening regulations, even tighter budgets and swift advances in technology to bridge the gap between compliance and fundin...
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