Help Desk Manager

Car Nation AZ is searching for a dedicated and skilled Help Desk Manager to enhance our customer support team and ensure a seamless experience for our clients. As the Help Desk Manager, you will play a pivotal role in fostering a culture of excellent service, guiding our team to provide timely and effective technical assistance to both internal staff and our valued customers. Your expertise will ensure that our help desk operates at peak efficiency, supporting our mission to provide outstanding automotive services in a friendly and welcoming environment.

Responsibilities

• Oversee daily operations of the help desk, ensuring that all support requests are handled promptly and effectively.
• Lead and mentor the help desk team, providing guidance and support to enhance their skills and performance.
• Develop and implement help desk procedures and best practices to improve service quality and customer satisfaction.
• Monitor ticketing system and resolve escalated issues, ensuring timely follow-up and accurate documentation.
• Participate in regular training sessions for team members to stay current with automotive technologies and customer service practices.
• Collaborate with other departments to align support efforts with overall dealership goals and initiatives.
• Analyze help desk metrics and make data-driven decisions to improve processes and efficiency.

Requirements

• Proven experience as a Help Desk Manager or in a similar technical support role, ideally in the automotive or retail sector.
• Excellent leadership skills and the ability to inspire and motivate a diverse team.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in help desk software and ticketing systems.
• Exceptional communication skills, both verbal and written.
• Knowledge of automotive technologies and software is an advantage.
• Ability to work well under pressure and manage multiple tasks efficiently.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home