Support Desk Manager

A company is looking for a Support Desk Manager to oversee Support Desk operations and enhance service quality.

Key Responsibilities

Lead and develop a team of Support Desk Analysts to ensure efficient service delivery

Manage daily Support Desk operations, ensuring timely ticket resolution and adherence to SLAs

Configure and manage ticketing platforms, generating performance reports and driving process improvements

Required Qualifications

6+ years of experience in Customer Support or IT Support, with at least 2 years in a leadership role

Experience managing a Support Desk in a SaaS or healthcare technology environment

Strong technical understanding of support operations and ticketing systems

Proficiency with ticketing tools and data visualization / reporting tools

Ability to build and lead high-performing remote support teams