• Establish and enforce Help Desk SLA in consultation with PbK and iNSIGHT end users to establish problem resolution expectations and time frames.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Operational Management

• manage the processing of incoming calls to the Help Desk via both telephone, email, and tickets to ensure courteous, timely, and effective resolution of PbK and iNSIGHT end user issues.
• Enforce request handling and escalation policies and procedures.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Track and analyze trends in PbK and iNSIGHT Help Desk requests and generate statistical reports.
• Oversee the development, implementation, and administration of Help Desk staff training procedures and policies.
• Go over ConnectWise Service Boards daily to assign resources to issue tickets.
• Send out each morning the "iNSIGHT/DEV" schedule for Help Desk staff.
• Monitor that employees follow PbK and iNSIGHT call/ticket workflow. Correct those who aren't.
• Review Help Desk effeciency report daily from BrightGauge.
• Review Help Desk employee call metrics daily to determine call loads.
• Review ticket and employee utilization through ConnectWise Manage and BrightGauge.
• Have 2 1 on 1's per quarter with Help Desk staff.
• Create yearly goals for Help Desk staff and measure througout the year their progress.
• Maintain employee ticket resolution for PbK to 12 tickets per employee per day.
• Maintain employee ticket resolution for iNSIGHT to 12 tickets per employee per day.
• Keep PbK ticket board under 50 tickets per day by the end of the day.
• Maintain PbK SLA for tickets under 14 days.
• Maintain iNSIGHT SLA for tickets under 10 days.
• Assign duties to PbK Help Desk leads.
• Assign duties to iNSIGHT Help Desk leads.
• Assign PbK updates to Update Team and have PbK leads follow up after update to see if issue is resolved.
• Meet with Director of Operations weekly to go over metrics.
• Maintain weekly meetings with Help Desk staff.
• Maintain that Help Desk staff turns in time nightly, and time sheets in by the end of their work week.
• Maintain Help Desk staff to create tickets using Karpel ticket template structure.

Knowledge & Experience

• Demonstrated progressive experience in the supervision of a technical support team.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user friendly language to non-technical staff and end users.
• Ability to learn custom application to support or equivalent work experience.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in high-pressure and fast paced environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Formal Education

• Associates Degree with 2 years of experience, or 4 years of experience in related field.
• Experience working for a Managed Services Provider a plus.