People Matter

Service Desk Manager

Hermeus

Hermeus

Atlanta, GA, USA
Posted on Wednesday, September 20, 2023
Hermeus is a startup developing hypersonic aircraft to radically accelerate air travel. At Mach 5, more than twice the speed of the supersonic Concorde, passengers will be able to cross the Atlantic in 90 minutes. On the path to hypersonic passenger aircraft, Hermeus is partnering with government agencies including the US Air Force and NASA to develop a series of autonomous aircraft that derisk the technology and solve urgent national security challenges. These products provide the data and confidence necessary to certify, produce, operate, and maintain safe and comfortable commercial aircraft. Hypersonic aircraft have the potential to create trillions of dollars of new global economic growth per year, unlocking significant resources that can be utilized to solve the world’s greatest problems.
As a Service Desk Manager at Hermeus, you will play a crucial role in ensuring the smooth operation of our customer support operations. You will lead a team of dedicated support agents, set and maintain high service standards, and work collaboratively with other departments to resolve customer issues efficiently. This role offers an exciting opportunity to be part of a fast-paced startup environment and make a significant impact on our customer success journey.

Key Responsibilities:

  • Team Leadership: Manage and lead a team of service desk agents, including hiring, training, performance evaluations, and ongoing coaching to ensure high-performance levels.
  • Service Desk Operations: Oversee day-to-day service desk operations, ensuring timely and accurate response to customer inquiries, requests, and issues.
  • Quality Assurance: Develop and enforce service standards and procedures to maintain consistent service quality, ensuring that customer interactions are handled professionally and effectively.
  • Escalation Management: Implement an efficient escalation process for complex customer issues, ensuring that they are resolved promptly and to the customer's satisfaction.
  • Reporting and Analytics: Monitor key performance indicators (KPIs) and service desk metrics, providing regular reports to senior management and making data-driven improvements to enhance service delivery.
  • Endpoint Hardware: Oversee the purchasing, deploying, maintenance and asset management for all end user computing hardware.

Qualifications:

  • Strong technical background with experience supporting Windows, Mac. IOS, and Android.
  • Minimum three years managing an IT team providing delivery and day-to-day end-user support.
  • Familiarity with the ITIL framework and it’s practical application.
  • Ability to lead and mentor junior level staff.
  • Outstanding communication and interpersonal skills.
  • Experience in Jira Service Management or other modern ticketing systems
  • A passion for providing exceptional customer experiences.
  • Ability to thrive in a fast-paced, dynamic environment.
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We encourage you to apply even if you have skillsets and experience outside of our current needs as we're always open to connect and discuss future opportunities.