DIGITANITY, a leading player in the Executive Office industry, is seeking a dedicated Help Desk Manager/Call Center Representative to join our dynamic team. This vital role focuses on ensuring the smooth operation of our help desk services and contributing to an outstanding customer experience. As a Help Desk Manager/Call Center Rep, you will be the first point of contact for our clients, addressing their concerns and providing top-notch support. You will oversee call center operations, managing a team to resolve customer inquiries efficiently while maintaining high service standards. This position requires a blend of technical knowledge, exceptional communication skills, and the ability to manage and nurture a talented team. You will be instrumental in implementing processes that improve operational efficiency, enhance customer satisfaction, and foster a positive work environment. At DIGITANITY, we value innovation and strive to create a unique culture that empowers our employees to deliver their best work. If you are passionate about providing excellent customer service and have a proven track record in a help desk or call center environment, we encourage you to apply and become a vital part of our innovative and fast-paced organization.

Responsibilities

Oversee daily operations of the help desk and call center team.
Manage, train, and mentor staff to ensure exceptional customer service.
Develop and implement help desk procedures and policies to improve efficiency.
Analyze performance metrics to identify areas for improvement and training needs.
Handle escalated customer issues and provide resolutions in a timely manner.
Coordinate with IT and other departments to enhance service delivery.
Prepare and present reports on help desk operations and customer satisfaction.

Proven experience in a help desk or call center role, with managerial responsibilities preferred.
Strong knowledge of help desk software and remote access tools.
Excellent communication and interpersonal skills to manage relationships with clients and team members.
Ability to lead, motivate, and develop a high-performing team.
Analytical mindset with skills to assess and enhance operational efficiency.
Proficiency in troubleshooting technical issues and providing solutions.
Bachelor's degree in a relevant field or equivalent experience is preferred.

Health Care Plan (Medical, Dental & Vision)
Paid Time Off (Vacation, Sick & Public Holidays)
Work From Home
Wellness Resources

DIGITANITY

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Help Desk Manager/Call Center Rep