Help Desk Manager

Job Summary

A company is looking for a Help Desk Manager responsible for managing the global video helpdesk and leading the technical support engineers group.

Key Responsibilities

• Establish performance measures to ensure service levels are met and exceeded
• Manage ticket queues and serve as an escalation point for customer issues
• Develop capabilities of the Global Helpdesk through skills growth and talent acquisition

Required Qualifications

• Minimum High School Diploma or equivalent; formal education in Business, Electronics or related field preferred
• Management experience in a Helpdesk/Technical Customer Service environment is required
• Minimum 5-7 years of Helpdesk/Technical Customer Service experience preferred
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired
• Preferred certifications include Cisco, Polycom, and AV Certifications