Help Desk Manager

**Help Desk Manager**The Functionary is looking for a Help Desk Manager. This is a work-from-home position.**About the company**The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.**Summary of the role**As the Help Desk Manager, you will be responsible for the strategic design, development, sustainment and continuous improvement of the help desk offering to The Functionary clients as well as the internal support to The Functionary employees. This offering will be a combination of internal capabilities and resources as well as tightly integrated strategic partnerships. This role would be responsible for not only the current offering, but also design and develop further enhancements and capabilities to include 24x7 support, coordination of services and support for domestic and foreign customers, as well as development and enhancement of existing and future support channels to complement a remote support engagement model.**Primary responsibilities**- Understand market needs and competitive intelligence and ensure The Functionary’ offering is competitive- Monitoring and reporting of contracted and internal SLA’s and KPI’s- Assess department’s needs and then plan and execute on training/development and performance management strategies- Manage service level agreements, KPI’s & relationships with strategic partners- For perspective customers, represent department’s capabilities during business development presentations when appropriate- For existing customers, represent department’s capabilities and performance during customer meetings when appropriate- Tight integration and coordination of help desk and our strategic partners who provides hardware service and support- Direct supervision of held desk team- Coordination and integration of global resources or partners, when appropriate- Define service objectives and requirements in addition to customer expectations in order help The Functionary meet or exceed those expectations.- Ensure that resource requirements needed to support contracted service levels are in place.- Help The Functionary organization identify and understand where additional support is required (people, process, technologies) in order to drive continuous improvement initiatives.- Coordinate the on-going efforts of operations to meet required levels of service.- Ensure high standards and consistency for The Functionary customer experience.- Proactively anticipate risks, problems and complications; and formulate solutions so as not to impede service delivery.- Continuous evaluation of customer ecosystem to determine if incremental solutions or changes to existing solutions are required.**Requirements**:- Bachelor’s degree from an accredited college or university- 6 to 8 years of experience with increasing responsibility in help desk space- Ability to dynamically organize and prioritize multiple initiatives and deliverables simultaneously- Demonstrated ability to think creatively and strategically when providing support service and solving problems- Relevant Industry Certifications- Understanding of life-sciences field engagement business model and associated technical support needs strongly preferred (CRM, Data Warehouse, MDM, Reporting & Analytics, etc)- Excellent interpersonal skills and ability to communicate effectively with both technical and non-technical individuals- Supervisory skills and experienceTipo de puesto: Tiempo completo, Por tiempo indeterminadoSalario: $30,000.00 - $40,000.00 al mesBeneficios:- Caja de ahorro- Seguro de gastos médicos- Vales de despensa- Vales de restauranteHorario:- Turno de 8 horasPuede trasladarse/mudarse:- Miguel Hidalgo, CDMX: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio)