Help Desk Manager
Are you looking for a place where you can bring your passion for technology leadership.
Welcome to Neighborly-the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.
Bring your experience and be empowered to innovate.
As a Help Desk Manager on the Zorware team, a typical day for you will include:
- Manage and evaluate performance for Tier 1 franchisee-facing Help Desk team
- Manage and report on allocation of tickets
- Assist with appropriate prioritize, metrics, goals, and triage of tickets
- Determine best resources to resolve problems and assign tickets as necessary
- Manage call queue as necessary
- Identify and act on opportunities to improve and update software and systems
- Assist in implementing policies and best practices for the organization
- Conduct regular system checks and workflow audits
- Contribute to improving customer support by actively responding to queries and handling escalated complaints
Bring your skills and be inspired to achieve success.
- Experience:
- 3+ years of combined experience in customer success/support and/or project management experience in a customer-facing role
- 3+ years of being in a leadership position/people manager role
- Technical Pre/Post Sales Experience is a plus
- Skills:
- Quick Learner
- Direct but welcoming tone
- Excellent verbal and written skills
- Daily communication to Senior Management
- Sense of urgency
- Professional
- Education:
- Bachelor's degree in Communication, Business Management, or Equivalent experience
- Schedule / in-office requirements:
- This is a hybrid model schedule - 3 days working in the office, 2 days working from home.
Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.
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Brand:
What We Do
Neighborly is a holding company of 21 service brands focused on repairing, maintaining and enhancing consumers’ homes and businesses and is the world’s largest home services franchisor serving 8.9 million+ customers. The company operates online platforms that connect consumers to service providers in their local communities that meet their rigorous standards as a franchisor across 14 service categories in the United States and in Canada. The company was founded in 1981 as Dwyer Group and is based in Waco, Texas. Neighborly now has nearly 3,600 franchisees and 10 corporate support centers throughout North America, U.K. and Germany.
