Help Desk Manager (On-Site)
On-site · Birmingham, Alabama, United States
Job Summary
On-site Help Desk Manager responsible for supporting the Revenue Compliance BU by answering Help Desk calls, triaging issues, routing tickets, and ensuring timely resolution. Oversees Tier 1 & Tier 2, coaches staff, balances workload, and manages performance metrics (ASA, Average Time to Respond, Mean Time to Repair). Maintains knowledge base and conducts post-event reviews; provides real-time and weekly coaching, and handles escalations to managers and technical staff. Partners with BU SME on complex issues, drives adherence to quality and process standards, and implements improvements in processes and systems. Requires experience with contact center software (e.g., Amazon Connect, Salesforce Service Cloud) and strong communication with end-user customers; quiet, uninterrupted environment for calls. Neumo is an Equal Opportunity Employer and offers a competitive benefits package.
Required Qualifications
- Experience with contact center / help desk is required
- 5-10 Years of experience in Help Desk management is required
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