Customer Service Desk Manager at Mobile Solutions

| Greater Denver Area
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Mobile Solutions is expanding its Customer Service team!

Mobile Solutions is looking for a natural born leader for our rock-star service desk team! The Service Desk Manager is responsible for consistent monitoring of the service and call queues, assisting in onboarding processes, daily metric reporting, escalations, agent coaching, and performance monitoring.

A successful candidate will have proven success in leading a team of 15 to 30, carrier experience (preferred), track record of coaching/development, familiarity with Excel, and previous call center experience (preferred).

We are looking for an individual who can quickly adopt our company values and help maintain the culture on the service desk. Leading by example, demonstrating integrity, and being a brand ambassador are key qualifications we are looking for.

Responsibilities and Duties

  • Employee schedule tracking: PTO, call outs, early dismissal, work from home etc.
  • Enforcing consistency and high-quality customer experiences
  • Daily interaction with the Director of Support Services regarding Service Desk Representatives KPI’s and trends
  • Ticket/call QA and research
  • Call/ticket overflow
  • Participate in the hiring process for new Service Desk Representatives
  • Bonus calculations
  • Performance monitoring
  • Weekly STATS
  • Updating company/client wikis
  • Work closely with other departments regarding service desk opportunities
  • Manage call software: queue setup, call routing, skill proficiency
  • Offboarding employees: expiring system access
  • Updating team on policies/best practices
  • Technical research on issues that the desk may not be versed in
  • Real time monitoring of SLAs and ticket distribution

Qualifications and Skills

  • Proven work experience as a Help Desk or customer service supervisor or manager
  • Experience in driving production and distributing workload effectively
  • Building and maintain relationships with supporting staff
  • Hands on experience with remote-control software
  • Extremely organized
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills

If you are ready to join a growing company with an amazing culture, competitive salary and bonus, incredible benefits and the opportunity to grow your career, apply now!

Mobile Solutions Services Inc. is an Equal Opportunity Employer that does not discriminate on the basis of Race, color, national origin, religion, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), age, disability, genetic information, citizenship status, partnership status, civil union/domestic partnership status, employment status, income status, civil air patrol status, emergency responders, employee assistance, unemployment status, veteran status, gender identity/expression, sexual orientation, ancestry, marital or family status, military service, domestic violence victim status, sickle cell trait or testing, political affiliation or activities, arrest/conviction record, obesity, HIV/AIDS diagnosis, national origin including physical, cultural, or linguistic characteristics or marriage to or association with persons of a national origin, sexual and reproductive health decisions, immigration status, race inclusive of traits historically associated with race, hair texture, hair type, and protective hairstyles.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases

Location

Our office is located on prime real estate, right next to Top Golf in Centennial. The office is easily accessible via RTD bus and rail transit system.

An Insider's view of Mobile Solutions

What’s the vibe like in the office?

The first word that comes to mind when I think of our culture is “family”. We have worked hard to create a fun environment where people can come to work every day and just be themselves. From Taco Tuesday’s, Food Truck Friday’s, professional Santa impersonators, office dogs and the list goes on, there is truly never a dull moment around the office.

Bodie Milewsky

Office Manager

How has your career grown since starting at the company?

I've learned that growth is a mentality that creates success. Out of college, I started in an entry-level position and quickly rose to Corporate Trainer because Mobile Solutions provides one-on-one mentoring that empowers a growth mentality. I'm proud to represent an organization that creates opportunities for anyone willing to try.

Angie Cromwell

Learning and Development Trainer

How do your team's ideas influence the company's direction?

We believe in the individual and collaborative brilliance of each of our teams. Drawing on the experiences of our teams, whether it be our service desk, dedicated account managers, sales, marketing, development team, all the way up to our leaders, every voice and idea is heard, shaping our culture and company.

Kim Johnson

Co-Founder and Chief People Office

How has your career grown since starting at the company?

I am so appreciative to find myself within an organization that takes pride in providing all its employees with the support necessary to grow personally and professionally. My managers are instrumental in providing constructive feedback, clear expectations, and creating an environment where I look forward to coming to work every day.

Alex Medlock

Sales Executive

What are Mobile Solutions Perks + Benefits

Mobile Solutions Benefits Overview

We take great pride in our culture and giving back to our employees by providing a fully-stocked kitchen, company sponsored food trucks during the summer months, comprehensive benefits packages, a casual dress code, bring your dog to work Fridays, ongoing professional and personal development, and an open floor plan that encourages teamwork and communication.

Culture
Volunteer in local community
We believe success requires a holistic approach. Shared success creates thriving communities and so we give back our time and donations to help those in need and support causes we are passionate about
Partners with Nonprofits
We partner with Non Profits such as Susan G. Komen, Habitat for Humanity, Rite of Passage, 4 Paws 4 Life, Project Angel Heart, Matthew Shepard Foundation and more!
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Disability Insurance
Dental Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Vision Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Health Insurance Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Life Insurance
Wellness Programs
Our wellness programs focus on the holistic elements that create a healthy body and mind. Alex Hart, our Wellness Coordinator, works with individuals and groups for personal coaching and fun events.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Our 401(k) offers participants a simple way to save and easy to use wealth management tools with a broad range of plan design options from auto-enrollment to discretionary employer contributions.
Performance Bonus
Whether it be SPIFFs, paid vacations, or end-of-the-year bonuses, we believe in celebrating wins, so our performance bonus reflects that philosophy.
Child Care & Parental Leave Benefits
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
We strongly believe in work life balance. Our vacation policy includes two weeks paid time off for all employees and up to four weeks for tenured employees of five years or longer.
Paid Volunteer Time
We encourage volunteering and if an employee or a department would like to do so during working hours, if approved by management, they will get paid for that time as if they were working.
Paid Holidays
We offer paid time off for all major holidays.
Paid Sick Days
Employees receive 57 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Our casual dress code and open environment create a comfortable, thriving community. On dress down Fridays, employees have the opportunity to wear sweats for a small donation to our Giving Back fund.
Commuter Benefits
Company Outings
We are a work family and enjoy time together outside of the office, including team building activities and our annual Holiday Party.
Free Daily Meals
To say meals are included is a huge understatement. With a fully stocked kitchen, food truck Fridays, and potlucks throughout the year, we never go hungry!
Game Room
Our game room features a ping pong table, 4 man Pac-Man, a variety of tabletop games, and several TV's for streaming all things sports.
Stocked Kitchen
Our kitchen includes a full service-coffee machine, unlimited snacks, numerous cooking surfaces, and a fully stocked fridge.
Happy Hours
Our teams always celebrate wins, and one of the best ways is for everyone to enjoy happy hour. The team building doesn't stop there, with everything from paint ball to golf, we love a good time!
Parking
Ample parking space provided for all employees, with the employee of the month earning a prime parking spot right next to the door.
Pet Friendly
Every Friday is bring your dog to work day and we love seeing all our furry friends.
Fitness Subsidies
We provide a 24-Hour Fitness gym membership for all employees who choose to partake, as well as personal training with our Health and Wellness Coordinator.
Professional Development Benefits
Job Training & Conferences
Our training programs are designed to empower each of our people with the tools they need to succeed both professionally and personally. Each of our employees get to help shape the path of their role.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We take great pride in our teams, and attribute our co-founders for the great successes we have seen. As co-founders, Kim and Jim Johnson are leaders, working alongside our teams to achieve phenomenal results day in and day out. Kim and Jim extend their family mentality to all aspects of the company.

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