Salesforce Managed Service Provider(MSP) Desk Manager

Palladin Technologies is a rapidly-growing Salesforce consulting firm based out of Atlanta with customers across North America. Due to continued expansion we are seeking an experienced MSP/OSP-Service Desk Manager who will be responsible for assisting with administering the remote monitoring and management system to ensure consistency in accuracy reporting of client devices. As the Service Desk Manager (MSP/OSP) you will serve as a point of contact to provide premium services for accessing products, troubleshooting, as well as, optimizing the workflow of the help desk to ensure quality service. Duties will also include adhering with the organization's company policies and procedures, keeping in mind the overall core values of Palladin Technologies.

Primary Responsibilities:

• Provide first tier support for troubleshooting and resolution of software and hardware issues.
• Document interactions, follow up and escalations.
• Manage day to day Service Desk Operations to metrics and Operational Effectiveness
• Capture and document best solutions for inclusion in database.
• Keep communications and customer details well-organized while taking calls for multiple projects/clients.
• Maintain the minimum level of metrics such as availability, adherence, QA, etc.
• Creation and management of workflows, validation rules and Process Builder.
• Monitor, analyze and track incident trends.
• Ensure all policies and procedures are consistently followed and updated as necessary.
• Ensure accurate and timely technology support and problem resolution is being delivered to our clients.

Preferred Qualifications:

• BPO Experience + Salesforce Experience is highly preferred.
• Operations Management, Sales Operations and/or Dispatch/Scheduling/Logistics Experience are a plus.
• Prior experience with help/service desk.
• Strong incident and problem management skills: identification, resolution and escalation of system issues.
• Ability to establish and maintain effective working relationships with both internal and external customers.
• Possess excellent verbal, written communication and follow-up skills.
• Strong, planning and reporting skills.
• Must be detail-oriented and organized.
• Posses the ability to manage multiple task while meeting strict deadlines.