Customer Service Help Desk Manager

Ennoview, Inc. located in South Orlando is seeking a highly motivated and experienced Customer Service / Software Help Desk Manager to lead and direct our technical support help desk, customer care and advanced training teams for our leading Envision Salon, Spa and Med Spa management system.

Top candidates will have proven management experience of a technical / help desk team and have a passion for leading a successful team.

Essential Duties and Responsibilities:

· Leads and directly manage a team of help desk analysts supporting the Envision Salon / Spa and MedSpa family of products.

· Effectively coaches their team members to ensure that they are able to delight customers. Performs human resources duties, including hiring/separation, training and development, coaching and performance appraisals. Ensures team objectives are clearly aligned with organization strategy.

· Provides direction and customer management for controversial cases.

· Defines and implements procedures to improve performance of the customer contact workflow.

· Recommends enhancements to the Ennoview support tools.

· Work with Training / Documentation to improve our LMS system.

· Other tasks as assigned.

Minimum Requirements Needed:

· Bachelors Degree or equivalent experience.

· 5+ years management experience leading a technical support team.

· Working knowledge of technical customer support function.

· Good written and oral communication skills.

· Ability to make effective decisions dealing with product and customer issues.

· Ability to use a PC with knowledge of database, spreadsheet, word processing and business applications such as those included in the Microsoft Office suite.

· Ability to make high impact decisions despite incomplete or ambiguous information.

· Ability to build strong cross-functional relationships across the organization.

· Strong project management skills and ability to drive results. Excellent follow-through.

· Ability to recognize and develop great talent.

· Ability to continually drive improvement in a manner that excites and motivates people.

Highly Desired Skills:

· Prior experience in SQL databases.

· Prior experience with Point of Sale Software applications.

· Prior experience in the Salon and Spa industry.

We Offer:

· Competitive salary and incentive program

· Comprehensive benefit package

· Health Insurance, 401K with company match, training and PTO

· Our employees enjoy a casual, professional environment.

· Hours of operation are 9:00 am to 6:00 pm Monday through Friday.

Candidates MUST SUBMIT RECENT SALARY HISTORY with their resume to be considered for all Ennoview’s opportunities.

Job Type: Full-time

Salary: $60,000.00 to $70,000.00 /month

Experience:

• Customer Service: 5 years (Preferred)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Retirement plan
• Paid time off