Shift: 7:00am-4pm or 8:am-5pm PT – 100% work from home.
What we Offer:
Benefits on the first of the month following 1st day of employment.
Bi-weekly paychecks on W-2.
Who you are:
Someone who has previous help desk management experience.
Comfortable supporting multiple environments and different customers.
Solid experience with Office 365, AD, and formal ticketing systems.
Previous experience leading a team – bonus points if the team was remote.
Manage a team of Level 1 service desk employees in a remote environment.
Lead team to successfully meet monthly SLAs and internal KPIs.
Analyze ticket trend data to verify both tickets and call quality.
Provide mentorship, coaching, and fair reviews for employees on the team.
Manage call queues, assist agents in real-time, and take calls from time to time in high-volume situations.
Previous experience in a help desk or desktop lead role is preferred.
Certificates and degrees are preferred; though not required.
Ability to diagnose and resolve hardware, software, and printing issues relating to Windows 7/10.
Skilled and experienced enough to handle escalations and be the SME for service desk workers.
Previous experience providing phone support and remote technology to resolve user issues.
Advanced knowledge in ServiceNow, AD, O365 is a plus.
Connection and all of its subsidiary companies are committed to equal opportunity and proud to be affirmative action employers. All qualified applicants will receive consideration for employment, without regard to race, sex (including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal law.
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