IT  |  Cleveland, Ohio  |  Full Time  |  Manager

Help Desk Manager

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MRI Software is seeking a Help Desk Manager to join our growing team! The manager will oversee a team of help desk technicians who are responsible for responding to and resolving customer inquiries involving MRI issued laptops and corporate IT environment. Management of the team will include measuring the performance of agents against established benchmarks, ensuring all users interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve agent performance.

Essential Functions:

  • Manage performance of the team against established users Support benchmarks and metrics
  • Handle escalations on site
  • Provide coaching and constructive feedback to improve performance and empower your team to achieve established goals
  • Develop and implement tactical plans for achieving strategic initiatives to improve team performance
  • Evaluate and provide mid-year and end of year performance reviews
  • Assist in implementing training plans and identify areas for agent development and process improvement
  • Adhere to all established MRI Software policies and guidelines
  • Coordinate with other department in setting up and support live events and projects on site
  • Perform other duties and responsibilities as assigned

Knowledge, Skills, & Abilities:

  • Excellent interpersonal and professional communication skills, both verbal and written
  • Strong time management and organizational skills
  • Proven ability to lead a team to achieve operational goals
  • Ability to effectively prioritize issues and deliverables

Training & Experience:

  • Bachelors Degree or other relevant combination of training and experience preferred
  • 8+ experience in IT or IT related fields
  • 3+ years of supervisory or management experience preferred
  • Customer service experience strongly preferred
  • Inbound support center experience preferred

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business.  Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets.  With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with over 3000 team members to support our clients and their unique needs!

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