Help Desk Operations Specialist

Location: Orlando, FL

WHAT WE ARE LOOKING FOR:

We are seeking a full-time Help Desk Operations Specialist for our on-site location in Orlando. The Help Desk Operations Specialist will support a team of Help Desk professionals providing excellent customer service to our clients, maintaining the overall health of our clients' technology systems, and ensuring timely resolution of IT support related issues. This role will manage the Incident queue to ensure all non-voice related Incidents created, are addressed, and assigned to the Agents. The Help Desk Operations Specialist will allocate resources in real time to outbound resolution activities to ensure SLO’s are met.

Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures. Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Deep knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively.

This position is 100% in-office at our brand-new location in Orlando Florida.

WHAT YOU’LL DO:

We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Help Desk Operations Specialist, you will play a crucial role in overseeing and coordinating the daily Incident activities of the Help Desk Team. This includes initial email Incident triage, Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Coach, develop, and direct team members daily to improve customer service, satisfaction, and increase overall efficiency of operations.

• Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with the Help Desk Manager and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
• Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support.
• Lead the dispatch process of service Incidents to ensure full utilization of technical resources.
• Prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
• Allocate resources effectively to meet support demands.
• Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.
• Provides reporting of service metrics to Leadership Team
• Providing status reports to the Help Desk Manager on a weekly basis regarding resource allocation and continual service improvements.

WHAT YOU’LL BRING:

• Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.
• Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for contingencies.

• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.
• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
• Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment.
• Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
• Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment.
• Prior experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.
• Experience with Microsoft Excel Pivot tables and reporting features
• Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, or similar industry-recognized credentials are a plus.
• Ability to manage stress well in times of heavy workload and in critical business scenarios.
• 3+ years of experience in IT Service Management.
• 4-6 Years’ experience working in Service Desk / Help Desk capacity.
• Excellent interpersonal skills
• Associate degree: An associate degree in computer science, information technology, or a related field is preferred.
• Experience in a Managed Services Provider (MSP) environment is a huge plus!