Wireless Help Desk Manager
Role details
Job location
Tech stack
Job description
The Wireless Help Desk Manager oversees day-to-day operations of the Support Services team that provides Tier 1 mobility help desk services. This position is responsible for ensuring all internal, as well as vendor-facing and client-facing, processes are performed with accuracy, appropriate urgency, and professional communication. Additional key responsibilities include identifying opportunities for automation, cost savings, and customer service quality improvement. This role will oversee the training, coaching, and strategic processes of the Tier 1 team so they are able to successfully support our clients, hit deadlines, and achieve internal company goals. ESSENTIAL DUTIES AND RESPONSIBILITIES:
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Monitor, troubleshoot and triage Assist client phone calls, emails, and tickets.
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Ensure the responsive end user help desk support for mobility-related services Monday through Friday 8:00 am - 5: 00 pm.
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Open, respond, track, and close all tickets in a timely manner.
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Escalate a ticket issue when appropriate.
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Assist with ordering and activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&T, Verizon, T-Mobile, etc. Premier Portals.
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Promptly update the internal customer ticketing system.
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Learn each Assist account to properly support their needs and goals.
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Work closely with the Assist account managers to provide best practices discussed on monthly review calls.
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Attend one client audit review call per quarter.
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Always accurately represent OpDecision and services in a professional manner.
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Provide excellent customer service in all aspects of the relationship with our clients including, but not limited to addressing service issues, fact gathering, and providing timely updates and resolutions.
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Provide management, training, and guidance to Tier 1 Support Specialists
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Participate in the establishment of clear and measurable goals.
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Provide a positive, upbeat, and motivating presence for the team.
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Identify individual team member growth or challenge areas including conducting required performance reviews and providing positive mentorship.
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Manage, share, update and support company policies and culture, Help Desk SOP, SLA compliance, knowledge of the Wizard capabilities, ForgeOS tickets and client knowledge base, and carrier portals.
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Collaborate with peers sharing knowledge of B360 and Opus order processing.
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Create and monitor appropriate metrics and KPI's for team performance.
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Review and approve PTO requests from team and other HRIS functions.
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Ensure appropriate coverage/scheduling of Tier 1 Support Specialists
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Provide backup support to team members as needed.
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Keep Directors/executive level informed at least weekly on progress of new hires.
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Requirements
- Minimum 2 years' experience managing direct reports.
- High school diploma or general education degree (GED) required, Associate's or Bachelor's Degree preferred.
- Minimum 2 years' experience working in ZOHO Desk, ServiceNow or other ticketing-based solutions OR Minimum 2 years mobile carrier experience. Verizon Wireless, AT&T Wireless, T-Mobile etc.
- Understanding of Microsoft Office, particularly Excel.
- Must be customer-service oriented.
- Strong communication skills with ability to follow up clearly and effectively with others over the phone and email.
- Ability to meet SLA deadlines in a fast-paced environment.
- Must possess a strong sense of urgency and attention to detail.
- Demonstrated ability to prioritize multiple tasks to meet deadlines.
- Demonstrated ability to work independently and interact in a collaborative manner with other team members.
- Strong critical thinking and problem-solving skills required.
- Occasional travel as needed.
- Must be authorized to work in the United States for any employer.
- Must be able to read, write, and speak English proficiently.
Benefits & conditions
OpDecision, a Ten4 company, works with businesses to reduce their wireless bills, with average savings of over 30%. We also offer lifecycle management of wireless devices, providing world-class troubleshooting and activation services. The Wireless Help Desk Manager oversees our Tier 1 Support Specialists, who are responsible for lifecycle management of our customer's wireless devices, including activating cell phones, ordering devices, basic troubleshooting, and more. OpDecision provides a great benefits package and 4 weeks of PTO to start!
- Eight paid company holidays
- PTO for your birthday
- Health/dental/vision insurance
- 401(k)
- Tuition reimbursement/professional development
- Paid Parental Leave
- Room for growth
We are searching for a candidate that can work in a hybrid role 2 days per week from our Mt. Laurel NJ office with regular work hours 8 am - 5 pm EST. The starting pay range for this position is $70,000 - $85,000 per year, depending on knowledge and experience. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunities.