Help Desk Manager

Job Description

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.