> Markdown version of [/jobs/ext/516273-help-desk-manager-on-site](https://www.wearedevelopers.com/jobs/ext/516273-help-desk-manager-on-site). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Help Desk Manager (On-Site)

- **Company:** Neumo Holdings LLC
- **Location:** Birmingham, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Routing, Salesforce.Com, Software Engineering, Amazon Connect, Data Logging
- **Published:** June 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6cfb58055790a2ef

## About the Role

Do you have experience in Team supervision?, * 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.

## Description

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., * 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


## Related Videos

- [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around)
- [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch)
- [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain)
- [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network)
- [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync)
- [Reducing LLM Calls with Vector Search Patterns - Raphael De Lio (Redis)](https://www.wearedevelopers.com/videos/1714-reducing-llm-calls-with-vector-search-patterns-raphael-de-lio-redis)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)
- [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)