Helpdesk Support Manager

Linxup•Chesterfield, MO

5d•Hybrid

About The Position

The Helpdesk Support Manager will handle both internal and external customers. They will lead a team of Helpdesk Associates and Analysts with the primary focus on ensuring customers’ calls, chats, and emails are addressed within service level expectations. As the conduit between senior management and staff, this manager is responsible for managing the day to day and will spend time delegating tasks, negotiating workloads, assessing performance, and reporting on developments. The Helpdesk Support Manager will also play a key role in shaping and executing the overall customer support strategy, ensuring service excellence, operational efficiency, and a consistently positive customer experience.

Requirements

2-3 years of demonstrated leadership experience
High school diploma required; college degree preferred
Excellent verbal and written communication skills, with a strong focus on customer service
Solid understanding of basic computer operations and strong technical aptitude, including experience troubleshooting technical issues
Proficient in Microsoft Word, Excel and Gmail (or similar productivity tools)
Quick learner with the ability to adapt to changing priorities and think conceptually
Highly organized and exceptional attention to detail
Strong work ethic, self-motivated, and able to manage multiple tasks effectively
Advanced problem-solving and analytical skills

Responsibilities

Contribute to the development and execution of the overall customer support strategy, aligning helpdesk operations with business objectives
Analyze performance metrics and customer feedback to inform strategic improvements and drive continuous optimization
Collaborate with cross-functional leaders to help build integrated support solutions that enhance the overall customer experience
Contribute to the developing and refining support policies, procedures, and service standards to strengthen operational consistency
Lead initiatives that improve efficiency, reduce resolution times, and elevate customer satisfaction
Foster a culture of continuous improvement, accountability, and customer-centric thinking within the support team
Oversee daily phone and case activity to maintain balanced workloads and ensure timely response and resolution
Compile and analyze daily, weekly and monthly operational reports to track performance and identify trends
Conduct monthly one on one meetings with each agent on the team to provide feedback on their performance and productivity
Coach, inspire and develop team members to achieve high performance and deliver exceptional customer service
Partner with leadership on high-impact projects
Serve as the POC for all technical content (CE Library, website, guides, etc.)
Other duties as assigned