Robert Half Help Desk Manager in Las Vegas, Nevada
The Service Center Supervisor supervises the day-to-day operations of the Service Center team and ensures sufficient coverage and achievement of Service Level Agreements. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Service Center Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end-users at the desktop level and ensuring that policies and procedures are being followed. Additionally, the Supervisor will ensure the latest products and Knowledge Base updates, or Standard Operations Procedures are available and communicated to the team. This position works diligently to ensure the customer experience is positive and that services are functioning properly through the management and daily supervision of the agents. You will collaborate with Service Center leadership to embody our Client First promise to help our clients solve business problems and continue to build a world-class service center environment.
Duties & Responsibilities
Establish and enforce Help Desk service level agreements in consultation with end-users to establish problem resolution expectations and timeframes.
Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.
Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
Design and enforce request handling and escalation policies and procedures.
Monitor and test fixes to ensure problems have been adequately resolved.
Track and analyze trends in Help Desk requests and generate statistical reports.
Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop, and implement agent training programs.
Actively monitor phone queues and service portals. Keep agents aware of inbound calls, calls waiting, abandonment rate, unassigned tickets, etc.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Conduct continuous training/mentoring sessions for agents according to the Service Center schedule.
Handles Tier 1/2 support and any escalations of client technical support issues.
Working with other supervisors and management team members to support agents and maximize customer satisfaction by identifying operational issues and suggesting possible improvements.
Maintaining documentation pertaining to customer service department activities.
Prepares regularly scheduled reports for both internal management and external client needs as well as any ad hoc reports that are requested by management, business groups, or clients
The position is onsite at the Robert Half Service Center in Las Vegas, and the shift hours are Monday-Friday, 12:00am - 9:00am.
1-3 years of experience in supervising and leading IT support teams comprised of Client support resources
5 or more years in the Information Technology Field
Technical certifications in related fields (MCSE, CCNA, VCP, HDI, ITIL, etc.) a plus
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Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.