Service Desk Manager
Job in
Birmingham, Jefferson County, Alabama, 35223, USA
Listed on 2026-03-03
Listing for:
InstantServe LLC
Full Time
position Listed on 2026-03-03
Job specializations:
-
IT/Tech
-
Management
Job Description & How to Apply Below
Service Desk Manager
Location:
Birmingham, AL 35223
Onsite
MUST-HAVES
- 3-5 years of experience working in the Broker/Dealer space
- Minimum of 5 years of customer service/support experience
- Proven experience in management to include coaching, career development, and performance management
- Candidates must possess a FINRA Series 99 and SEI or better
The Technical Support Center provides technical end-user support for Protective Life's employees, brokers, distributors, and customers. The team is comprised of the Technical Support Phone Center and Extended Services teams and provides services including request management, Incident management, audio visual support and direct customer support for new hires and technology projects. The team works to analyze and resolve customer issues as quickly as possible or escalates to the appropriate team to ensure timely resolution.
RESPONSIBILITIES:
- Hires, trains and develops team members. Analyzes staff and team performance through various statistical and reporting methodologies. Provides monthly coaching/feedback sessions for employees and conducts annual performance reviews
- Assists the TSC Manager with the training and development of employees.
- Works with manager to ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved to customer satisfaction.
- Works closely with the Technical Support Center Leadership Team on the development/implementation of standards, processes and systems required to deliver consistent high quality customer service. Key criteria are service levels, responsiveness, cost effectiveness and standardization.
- As required, serves as a liaison for the TSC in project initiatives and interacts with other departments to address the business needs of the TSC and its customers.
- Enforces department and company policies and procedures in a fair and consistent manner.
- To achieve a high degree of customer satisfaction by maintaining a professional and positive tone.
- Works with leadership to identify and implement processes to improve the effectiveness of the team and enhance the customer experience.
- Manages the staff schedule to maintain coverage and approves time.
- To have the ability and willingness to work outside of normal business hours to accomplish work assignments. To have the ability and willingness to work leadership on-call responsibilities, including nights and weekends.
- Analyzes call data and monitors team queues to ensure timely resolution of customer issues.
- Performs other duties as assigned by management.
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