Help Desk Manager; On-Site

Job Summary

Supports the Revenue Compliance BU to answer Help Desk calls, provide expert triage and manage resolution of customer service tickets. Maintains communication with customers through outages and service activity.

• Manage all Help Desk activity which includes responding to calls from end‑user clients, logging service calls, triaging the software issues and closing the tickets whenever possible.
• Route tickets to the appropriate technical resource and maintain communication with customers and internal resources throughout the lifecycle of the service event.
• Report on metrics such as ASA, Average Time to Respond, Mean Time to Repair.
• Manage escalations to managers and technical staff as necessary.
• Provide post‑event reviews and analysis. Maintain a knowledge database of service events and their respective solutions for future reference.
• Daily performance, staffing and coaching for Tier 1 & Tier 2.
• Real‑time management, coaching interventions and workload balancing.
• First point of escalation for Tier 1 & Tier 2 agents.
• Partner with BU SME on complex issues.
• Drive adherence to quality and process standards.
• Drive changes into the team (improvements in process, systems; introduce new products and customer installations).
• Perform agent observations, coaching and interventions (real‑time for immediate impact; weekly for trends).
• Administratively oversee the team, including attendance and schedule adherence.
• Perform other duties as assigned.

• Experience with contact center / help desk is required.
• Experience with tax and business license environment is desired.
• 5–10 years of experience in Help Desk management is required.

• Knowledge of contact center software and processes (e.g., Amazon Connect, Salesforce Service Cloud).
• Ability to maintain professional and courteous communication with end‑user customers.

• Requires quiet, uninterrupted ability to speak on calls with clients and internal support teams.

• Must be able to remain in a stationary position for most of the day.
• Constantly operate a computer and other office productivity machinery, such as a printer or copy machine.
• Occasionally move about inside the office.
• Frequently communicate via telephone.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non‑disqualifying physical handicap, and age.