Help Desk Manager

Help Desk Manager

Are you looking for a place where you can bring your passion for technology leadership.

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.

Bring Your Experience And Be Empowered To Innovate.

As a Help Desk Manager on the Zorware team, a typical day for you will include:

• Manage and evaluate performance for Tier 1 franchisee-facing Help Desk team
• Manage and report on allocation of tickets
• Assist with appropriate prioritize, metrics, goals, and triage of tickets
• Determine best resources to resolve problems and assign tickets as necessary
• Manage call queue as necessary
• Identify and act on opportunities to improve and update software and systems
• Assist in implementing policies and best practices for the organization
• Conduct regular system checks and workflow audits
• Contribute to improving customer support by actively responding to queries and handling escalated complaints

Bring Your Skills And Be Inspired To Achieve Success.

Experience:

• 3+ years of combined experience in customer success/support and/or project management experience in a customer-facing role
• 3+ years of being in a leadership position/people manager role
• Technical Pre/Post Sales Experience is a plus

Skills:

• Quick Learner
• Direct but welcoming tone
• Excellent verbal and written skills
• Daily communication to Senior Management
• Sense of urgency
• Professional

Education:

• Bachelor’s degree in Communication, Business Management, or Equivalent experience

Schedule / in-office requirements:

• This is a hybrid model schedule – 3 days working in the office, 2 days working from home.

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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