This role assists the Service Manager in the pursuit of excellent service delivery. The Help Desk Manager keeps track of several key performance indicators (KP|s) that reflect excellent service and predict our capacity to continue to deliver excellent service.Additionally, this role oversees members of the Help Desk Team.Task Examples• Triage new tickets• Maintain access to KPI dashboards• Monitor team member KPis and help team members achieve goals• Encourage and equip team members• Team Member 1-1 meetings• Quarterly Team Member reviews• Recruiting and training of Help Desk team members• Work with leadership to improve team member retention• Work with leadership to improve client retention• Ensure we're providing excellent client communication

• Monitor and assign incoming tickets to the help desk, ensuring adherence to SLAs and timely resolution.• Provide support to the leadership team.• Field phone calls and dispatch service technicians for customer requests.• Assist in marketing and business development efforts, including content creation, SEOoptimization, and lead assignment.• Oversee inventory purchasing and distribution, ensuring accurate stock levels across multipleoffice locations.• Manage shipping and receiving of customer orders and repairs, ensuring timely delivery andresolution.• Handle conflict resolution both internally among team members and externally with clients,ensuring issues are addressed promptly and professionally. • Maintain a clean and positive office environment, fostering a culture of appreciation and teamwork.• Plan and coordinate company events on a quarterly basis, including holiday parties and team outings.• Handle accounts receivable and payable duties, including payment processing and invoicemanagement.• Assist in hiring and recruiting efforts, including resume screening and initial interviews.• Review and approve timesheets, ensuring accuracy and compliance.• Coordinate new hires and facilitate a smooth onboarding process.• Lead daily huddle meetings for the service department, addressing current metrics and teamupdates.• Organize weekly team lunches.• Document and improve Standard Operating Procedures (SOPs).Software Proficiency: ConnectWise Manage, Connect Booster, HubSpot, QuickBooks Online, Microsoft Office suite, IT Glue, JazzHR, TestGorilla, RingCentral

Administrative Assistant at St. Michael’s Crematory