Responsible for managing a team of Technical Support Representatives, and Senior Technical Support Representatives in a help desk environment which includes direct client contact for issues of a highly technical nature. Ensures stated service and efficiency goals are met.
Manage a team of 10 technical support representatives to ensure complete coverage of the call center. Achieve KPI targets while continually looking for ways to improve upon them.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.