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Help Desk Manager - Mobile DevicesTen4 • Laurel, Maryland, United States
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Help Desk Manager - Mobile Devices

Ten4
  • US
    Laurel, Maryland, United States
  • US
    Laurel, Maryland, United States
Jetzt Bewerben

Über

OpDecision is Hiring! OpDecision, a Ten4 company, works with businesses to reduce their wireless bills, with average savings over 40%. We also provide lifecycle management of wireless devices, offering world‑class troubleshooting and activation services. The Wireless Help Desk Manager oversees our Tier 1 Support Specialists, who are responsible for lifecycle management of customer wireless devices—including activation, ordering, basic troubleshooting, and more. Benefits Eight paid company holidays PTO for your birthday Health/dental/vision insurance 401(k) Tuition reimbursement/professional development Paid parental leave Room for growth Work schedule: Monday through Friday, 8 am – 5 pm Eastern Time. This is a fully remote position with occasional in‑office requirements. For payroll and tax purposes, candidates must live in the US states of MD, NJ, FL, TX, AZ, PA, NC, or CA. The starting pay range for this position is $70,000 – $85,000 per year , depending on knowledge and experience. This rate is anticipated at the time of hire. JOB TITLE: Wireless Help Desk Manager REPORTS TO: Director of Support Services POSITION SUMMARY The Wireless Help Desk Manager oversees day‑to‑day operations of the Support Services team that provides Tier‑1 mobility help desk services. This role ensures all internal, vendor‑facing, and client‑facing processes are performed accurately, with appropriate urgency, and professional communication. Additional key responsibilities include identifying opportunities for automation, cost savings, and customer service quality improvement. The manager will oversee the training, coaching, and strategic processes of the Tier‑1 team so they can support clients, meet deadlines, and achieve internal company goals. ESSENTIAL DUTIES AND RESPONSIBILITIES Monitor, troubleshoot, and triage assist client phone calls, emails, and tickets. Ensure responsive end‑user help desk support for mobility‑related services Monday through Friday, 8:00 am – 5:00 pm Eastern Time. Open, respond to, track, and close all tickets promptly. Escalate ticket issues when appropriate. Assist with ordering and activating new lines of service, suspending lines, administering upgrades or replacements, and adding or removing features through carrier portals (AT&T, Verizon, T‑Mobile, etc.). Promptly update the internal customer ticketing system. Learn each account to properly support their needs and goals. Work closely with account managers to provide best practices discussed on monthly review calls. Attend one client audit review call per quarter. Always accurately represent OpDecision and services in a professional manner. Provide excellent customer service in all aspects of the relationship with our clients, including addressing service issues, fact gathering, and providing timely updates and resolutions. Provide management, training, and guidance to Tier‑1 Support Specialists. Participate in the establishment of clear and measurable goals. Provide a positive, upbeat, and motivating presence for the team. Identify individual team member growth or challenge areas, conduct performance reviews, and provide positive mentorship. Manage, share, update, and support company policies and culture, Help Desk SOP, SLA compliance, knowledge of the Wizard capabilities, ForgeOS tickets and client knowledge base, and carrier portals. Collaborate with peers sharing knowledge of B360 and Opus order processing. Create and monitor appropriate metrics and KPIs for team performance. Review and approve PTO requests from the team and other HRIS functions. Ensure appropriate coverage/scheduling of Tier‑1 Support Specialists. Provide backup support to team members as needed. Keep Directors/executive level informed at least weekly on progress of new hires. Perform other duties and responsibilities as assigned. QUALIFICATIONS Minimum 2 years’ experience managing direct reports. High school diploma or GED required; Associate’s or Bachelor’s degree preferred. Minimum 2 years’ experience working in Zoho Desk, ServiceNow, or other ticketing‑based solutions. Minimum 2 years of mobile carrier experience such as Verizon Wireless, AT&T Wireless, T‑Mobile, etc. is preferred. Understanding of Microsoft Office, particularly Excel. Must be customer-service oriented. Strong communication skills with ability to follow up clearly and effectively with others over phone and email. Ability to meet SLA deadlines in a fast‑paced environment. Positive outlook and ability to influence and motivate teams. Strong sense of urgency and attention to detail. Demonstrated ability to prioritize multiple tasks to meet deadlines. Demonstrated ability to work independently and interact collaboratively with other team members. Strong critical thinking and problem‑solving skills required. Occasional travel as needed. Must be authorized to work in the United States for any employer. Must be able to read, write, and speak English proficiently. EQUAL EMPLOYMENT OPPORTUNITY POLICY Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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  • Laurel, Maryland, United States

Sprachkenntnisse

  • English
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