Senior Customer Service & Helpdesk Manager

Position Overview

Our client is seeking a highly organized and experienced Senior Customer Service & Helpdesk Manager to lead their support operations in Dallas, Texas, US. This critical role focuses on ensuring exceptional customer service and efficient technical support. The ideal candidate will manage helpdesk teams, implement effective support strategies, and drive improvements in customer satisfaction. This position operates on a hybrid model, combining office-based leadership with remote flexibility, providing a unique opportunity to make a significant impact on both customer experience and operational efficiency.

Key Responsibilities

• Lead, mentor, and manage the customer service and helpdesk team.
• Develop and implement effective customer support strategies and procedures.
• Oversee daily helpdesk operations to ensure timely and accurate issue resolution.
• Monitor key performance indicators (KPIs) including response time, resolution time, and customer satisfaction.
• Train and develop team members to enhance their skills and knowledge.
• Manage the escalation process for complex customer issues.
• Identify trends in support requests and recommend system or process improvements.
• Maintain and update the knowledge base for common issues and solutions.
• Collaborate with other departments to address customer needs and feedback.
• Ensure the team provides courteous, professional, and efficient support.

Required Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5-7 years of experience in customer service or helpdesk roles, with at least 2 years in a management or supervisory capacity.
• Proven experience in leading and motivating support teams.
• Strong understanding of IT support best practices and helpdesk software.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with ITIL frameworks is a plus.
• Familiarity with ticketing systems such as Zendesk or ServiceNow.