Description

We are seeking an experienced Manager of Tech Support to join our team in Atlanta, Georgia. This role involves overseeing the help desk/tech support level 3 and services team. The successful candidate will be responsible for the efficient operation of the help desk, ensuring top-notch customer service, and maintaining optimal performance of the tech support team.

Key responsibilities:

• Manage the help desk and tech support team, ensuring efficient operations and high-quality service.

• Oversee the monitoring of systems to ensure optimal performance and efficiency.

• Handle on-call escalations, serving as the third point of contact for urgent issues.

• Maintain a thorough understanding of the technology being supported and the needs of the engineers being supported.

• Lead a team of 10+ people, fostering a collaborative and productive work environment.

• Utilize KPI reporting to measure help desk performance and implement improvements as needed.

• Ensure comprehensive and accurate documentation of help desk services and procedures.

• Utilize skills in Desktop Operating System, Desktop System, Desktop Support, and Customer Service to effectively manage tech support operations.

• Apply knowledge of retail store systems, monitoring systems, and MSP430 to better understand and support the work of the team.

• Utilize experience in Manage Services, Technical Support, Tier 3 Support, and De-escalation to effectively manage and resolve escalated issues.

Requirements • Proven experience in a tech support management role

• Strong knowledge of desktop operating systems and desktop systems

• Proficient in providing tier 3 support

• Experience in managing services and monitoring systems

• Excellent customer service skills, with prior experience in a retail environment

• Solid understanding of MSP430

• Ability to provide technical support and de-escalation techniques

• Proficiency in KPI reporting

• Experience in providing desktop support. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .