Help Desk Manager (PTX2024-7216) - RealManage

Overview

CiraConnect provides world-class cloud-based software and on-demand “back-office” shared services (SaaS) for self-managed community associations, professional community association management companies and residential real estate developers servicing the needs of homeowner associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts and large master planned communities. CiraConnect maintains an in-house software development team that places a premium on integrated software solutions and business process automation as tools to enable our employees to better service our clients and increase their job satisfaction.CiraConnect is casting for a Help Desk Manager to add to our growing Support team! This group assists our customers within the CiraConnect Product Suite. As part of a growing team, you'll have an outstanding opportunity to mold and mesh your unique abilities with the collective team goals and impact the customer experience!

We're seeking a conscientious self-starter who enjoys showcasing multiple responsibilities and thrives in a dynamic environment. You must be progressive and collaborative with a joy for problem-solving.

This is an excellent opportunity to join a rapidly growing organization with a heart in technology and excellent service.

This is an in office position

• Office location = Plano, Texas

Responsibilities

Responsibilities

We are seeking an experienced Help Desk Manager to lead and develop our support team, ensuring high levels of customer satisfaction and efficient operation of our help desk.

The Support Team Manager will oversee the daily operations of the support team, manage staff development, and ensure the effective resolution of customer issues. The ideal candidate will have a strong background in people management and help desk operations, with a focus on continuous improvement and team training and development.

Key Responsibilities:

• Lead, mentor, and develop the support team, fostering a positive and collaborative work environment.
• Conduct regular performance evaluations, provide constructive feedback, and create development plans for team members.
• Organize and facilitate team meetings, training sessions, and professional development opportunities.
• Oversee the daily operations of the help desk, ensuring timely and effective resolution of customer issues.
• Implement and maintain help desk policies, procedures, and service level agreements (SLAs).
• Monitor ticket queues, prioritize issues, and allocate resources effectively.
• Utilize Jira for ticket management, ensuring accurate documentation and tracking of support tickets.
• Ensure high levels of customer satisfaction by managing the team’s performance and addressing customer feedback.
• Develop and implement strategies to improve customer support processes and outcomes.
• Act as an escalation point for complex or high-priority customer issues.
• Prepare regular reports on team performance, ticket resolution times, and customer satisfaction.
• Generate and analyze support metrics and reports to identify trends, areas for improvement, and training needs.
• Utilize data to make informed decisions and drive continuous improvement initiatives.
• Oversee the design and development of self-help and educational resources including knowledgebase articles, reference materials, training materials, and eLearning content.
• Plus other work related tasks as needed

Qualifications

• Skills and Qualifications:

  • Proven experience in a support team management role, with a track record of effective people management and team development.
  • Strong understanding of help desk and/or customer service operations and best practices.
  • Proficiency with Jira Service Desk or similar ticket management system.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to analyze data, generate reports, and identify trends and areas for improvement.
  • Strong organizational skills with the ability to manage multiple tasks and priorities effectively.

  Preferred Qualifications:

  • Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
  • Experience with software support and/or help desk management.
  • Knowledge of ITIL principles and practices.
  • Experience with developing and implementing support team training programs.
  • Experience creating high-quality knowledge base, learning, and/or reference content and materials.
  • Knowledge of instructional design, adult learning, and multimedia content development principles and practices.
  • Familiarity with customer satisfaction measurement and improvement strategies.

  Pay and Benefits:

  Starting at $85,000, depending on education, skills, and experience.

   

  Benefits include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life and Disability Insurance
  • HSA (Required High Deductible Medical Plan to be eligible)
  • FSA 
  • Education Reimbursement 
  • 401K matching 
  • Employee Assistance Program (EAP)
  • 11 paid Holidays