Company Description

AWP Safety is North America’s leading traffic control specialist. Our team of 6,500 professionals helps secure 2,000 work zones every day – ensuring customer crews, drivers, and our teams get home safely. We protect those who operate, maintain, and upgrade infrastructure in the energy, broadband, and transportation sectors and provide traffic control for major events like the Super Bowl and Boston Marathon.

Since our founding in 1981, we have served customers through the talent of extraordinary team members committed to customer focus, growth, valuing each other, safety and quality, and a sense of urgency.

Job Description

As a Service Desk Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities

Manage the service desk team and evaluate performanceEnsure customer service is timely and accurate on a daily basisRecruit, train and support help desk representatives and techniciansSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly and monthly reports on help desk team’s productivityProvide customer feedback to the appropriate internal teams, like product developers

QualificationsProven work experience as a Help desk managerExperience using Jira Service DeskHands on experience with help desk and remote assistance softwareSolid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsTeam management skills

Additional InformationBenefits-eligible 1st of the month following hireAll traditional benefits are offered, including 3 medical plan options and 2 dental plan options, as well as additional benefits such as Legal and Identity Shield, Accident, and Critical IllnessCompany paid 50k in basic life insuranceCompany paid LTDHealth Savings and Flex Spending Accounts Available401(k) with company matchPaid Time Off & Paid HolidaysAWP named one of America’s Greatest Workplaces 2023 for DiversitySalary Range $100,000 - $115,000

AWP Safety is an Equal Opportunity Employer (EOE). Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.