Director of Help Desk

Electric is a Series A startup backed by Bessemer Venture Partners, Bowery Capital, Primary Venture Partners and led by a team of seasoned entrepreneurs, operators and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses.. Through a chat interface, personalized service and flat-rate pricing we keep our client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

We are seeking a Director of Help Desk Support to oversee all help desk objectives as a part of the Customer Success team at Electric. You will be providing leadership and management for all aspects of a technical help desk that supports our IT Service solutions. If you are passionate about IT startups and eager to grow/develop a support team, apply today!

Responsibilities

  • Develop strategic process for efficient help desk responses and resolutions
  • Develop Standard Operating Procedures (SOPs) for Desk and every role, KPI tracking and reporting
  • Oversee Level 1, Level 2, Level 3, Quality Assurance, Customer Operations and Help Desk Management Team with a focus on providing a quality experience for our customers.
  • Address staffing and coverage issues
  • Mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Effectively address urgent user and system problems escalated to management with efficiency and tact
  • Coach team members on approaches and best practices for thoughtful customer interactions.
  • Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and annual metrics, with the goal of driving quality and continuous improvement.
  • Strategically identify opportunities for product development and feedback to build repeatable systems.
  • Address escalated situations, reporting and resolution of issues.
  • Administrative duties for handling work schedules
  • Develop and continually update training material for new and existing support staff
  • Draft and send firm wide emails regarding system outages and announcements
  • Success will be tied to enabling service excellence and efficiency for our customers.

Qualifications

  • Experience managing a high volume, high velocity team in a growth environment
  • A track record of attracting, hiring, managing and retaining top quality staff and management required.
  • Demonstrated experience directing and managing within a challenging environment and working inclusively through people to achieve shared objectives required.
  • Extremely detail oriented
  • 3-5 years experience mentoring and leading a support team
  • Experience growing a team from 20 - 100+ people (plus)
  • Strong critical thinking and problem solving capabilities
  • Familiar with Salesforce (plus)
  • Administrative experience with handling work schedules
  • Process Oriented

Apply for this Job

* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X