The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Regrow is seeking a passionate, customer-centric and innovation-driven leader to join our Customer Success team as Director, Customer and Tech Support. You will be responsible for leading a global team of Customer Product Support Specialists dedicated to providing exceptional proactive and reactive support services for Regrow’s products. You play a critical role in accelerating how we deliver, automate and scale our service for innovative agriculture technology solutions to our diverse customer base!
As Director of Customer and Tech Support, you will build and oversee the development and implementation of strategies to enhance customer satisfaction, resolve technical issues, and optimize product performance throughout the customer journey. In this role, you will have the opportunity to build out new strategies and processes related to customer set up, training, and support by finding automated solutions that can help standardize and scale processes both internally and externally. Your role will involve collaborating with cross-functional teams, including Customer Success Managers, Engineering, and Product to identify areas for improvement and drive initiatives to enhance the overall customer experience.
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