Key Duties and Responsibilities:

• Manage and supervise the help desk staff, providing guidance, support, and coaching on effective methods for researching, troubleshooting, and delivering solutions to clients.
• Supervise training of the MSP team on the systems, processes, tools, and procedures required to document, track, and resolve reported problems.
• Ensure the latest product/technical updates and policies are available and effectively communicated to the team. Facilitate ongoing training sessions to keep team members updated on new technologies and best practices.
• Monitor the help desk request queue and track key metrics to ensure sufficient coverage and achievement of service standards. Identify trends and areas for improvement to enhance team efficiency and performance.
• Identify system and workflow improvements to enhance the efficiency of the help desk operations.
• Act as an approval point for the escalation process, facilitating a final resolution and ensuring client satisfaction.
• Collaborate with other teams and departments as needed to address complex problems.
• Generate regular reports on help desk performance, including ticket resolution times, customer satisfaction scores, and other relevant metrics.
• Analyze data to identify areas for improvement and implement strategies to address deficiencies.
• Build and maintain strong relationships with clients, serving as a trusted advisor and point of contact for technical support issues.
• Work closely with account managers and sales teams to ensure client needs are met and expectations are exceeded.
• Complete and deliver performance reviews and improvement plans

Required Skills and Abilities:

• Ability to lead and manage a team of technical support professionals, providing guidance, support, and motivation to achieve organizational goals.
• Strong understanding of IT systems, help desk tools, and troubleshooting techniques to effectively support customers and guide team members.
• Excellent verbal and written communication skills
• Experience in training and coaching team members on help desk systems, processes, and best practices to ensure consistent delivery of high-quality technical support.
• Ability to monitor and analyze metrics to ensure service level agreements are met, and to identify areas for improvement in processes and workflows.
• Capability to handle and resolve critical issues while maintaining composure under pressure.
• Flexibility to adapt to changing priorities and requirements in a fast-paced environment, while maintaining a high level of performance and professionalism.

Education and Experience:

• Proven experience in a technical support or help desk role, with a minimum of 2 years of experience.
• Previous experience in a leadership or supervisory role, overseeing technical support teams and operations.
• Strong understanding of help desk systems, processes, and tools, with experience in training and coaching team members.
• Demonstrated ability to manage and prioritize tasks, handle critical issue escalations, and ensure adherence to service level agreements.
• Experience in monitoring and analyzing metrics to identify trends, measure performance, and implement process improvements.
• Familiarity with MSP environments and the unique challenges and requirements associated with providing technical support to diverse client bases.