Job Description
Job Description
Help Desk Leadership & Operations
- Lead and manage daily Help Desk operations, ensuring tickets are appropriately prioritized, assigned, and being resolved within the SLA timelines.
- Monitor ticket queues, workload, age of tickets, and service expectations.
- Coordinate/monitor escalations and maintain team accountability for ticket ownership, documentation, client communication, and follow-through.
Team Leadership & Development
- Coach and mentor Help Desk team members to improve troubleshooting, communication, documentation, and client-service skills.
- Develop individual growth & development plans, identifying appropriate technical and professional training opportunities.
- Conduct regular one-on-one and workload reviews, addressing performance or training needs.
Ticket Quality & Service Delivery
- Maintain visibility into open, aging, overdue, and complex tickets to ensure the help desk or escalation engineer progresses towards a resolution.
- Identify recurring ticket trends and service issues, ensuring proper resolution, closure, and documentation.
Client Relationship Management
- Develop relationships with client contacts and end users while representing Proxurve professionally in support interactions and meetings.
- Serve as a point of escalation for service concerns and follow up on significant or sensitive client experiences.
- Identify recurring client pain points and work internally to improve service, communication, and the overall support experience.
Discovery & Business Development Support
- Participate in technical discovery meetings to identify business needs, technology requirements, and potential client challenges.
- Translate discovery conversations into actionable technical information and collaborate with sales and technical resources on solution development.
- Identify opportunities where additional services or solutions may benefit the client.
Process Improvement & Automation
- Identify Help Desk workflow inefficiencies and improve ticket routing, escalation, documentation, and communication processes.
- Evaluate and implement opportunities to use automation and technology to improve efficiency and service delivery.
- Maintain Help Desk procedures and develop scalable processes that support organizational and client growth.
Reporting & Performance Management
- Monitor Help Desk operational metrics, service trends, workload, capacity, and overall performance.
- Communicate Help Desk trends, concerns, performance, and resource needs to leadership.
What Does Success Look Like?
Success in this role means developing strong client relationships, clients receive proactive communication, opportunities for improving service are consistently identified and acted upon, tickets continue progressing toward resolution, escalations occur appropriately, technicians have clear development paths, the team understands its priorities, and the Help Desk operates effectively without requiring constant management intervention.
\nCompany Description
Proxurve Solutions Inc. is a locally owned, central Indiana consulting firm serving clients in the areas of Cybersecurity, Information Technology, and AI. Our focus on Cybersecurity, and the transition of clients from server-based computing to cloud-based applications has driven our growth. Significant staff and client tenure allow us to provide a unique “owner-based perspective” to assist business leadership as they deploy technical tools to achieve their organinzational goals. Our strong culture of collaboration, teamwork, shared financial benefit, and a "results matter" approach have driven our 20% annual growth rate over the past 4 years. We have fun, recognize staff, and celebrate a job well done through The Proxurve Way as we provide an exceptional client experience.
Company Description
Proxurve Solutions Inc. is a locally owned, central Indiana consulting firm serving clients in the areas of Cybersecurity, Information Technology, and AI. Our focus on Cybersecurity, and the transition of clients from server-based computing to cloud-based applications has driven our growth. Significant staff and client tenure allow us to provide a unique “owner-based perspective” to assist business leadership as they deploy technical tools to achieve their organinzational goals. Our strong culture of collaboration, teamwork, shared financial benefit, and a "results matter" approach have driven our 20% annual growth rate over the past 4 years. We have fun, recognize staff, and celebrate a job well done through The Proxurve Way as we provide an exceptional client experience.