FAQs
What is the primary responsibility of the Support Desk Manager?
The primary responsibility of the Support Desk Manager is to lead and mentor a team of support analysts, oversee technical support processes, and ensure an exceptional customer experience for clients in the golf industry.
What qualifications are required for this role?
Candidates should have 3-5 years of experience in a support or customer service role, at least 2 years in a technical support position, and 1-2 years of experience managing a team. A Bachelor’s degree in IT, Business, or a related field, or equivalent experience, is also required.
Is knowledge of the golf industry necessary for this position?
Yes, a deep understanding of the golf industry, including familiarity with its terminology, operations, and challenges, is crucial for effectively communicating with golf clubs and industry professionals.
What kind of training and development will the Support Desk Manager provide?
The Support Desk Manager will provide ongoing coaching and professional development to the support team, helping improve their technical skills and customer service abilities.
What tools or systems will I need to be familiar with for this role?
Candidates should have experience managing ticketing systems such as Zendesk, ServiceNow, or Freshdesk, and a strong understanding of networking basics and cloud-based technologies.
What kind of performance metrics will I be responsible for monitoring?
The Support Desk Manager will monitor metrics such as ticket resolution times, customer satisfaction, and team efficiency to drive performance improvements.
Will I be involved in cross-functional collaboration?
Yes, the Support Desk Manager will work closely with Sales, Product Development, and Implementation teams to resolve challenges and enhance service delivery within the golf industry.
What is the expected work schedule for this role?
The Support Desk Manager will ensure adequate support coverage across a 12-hour daily operation, 7 days a week, 365 days a year.
What certifications are considered a plus for this position?
ITIL, CompTIA A+, or Microsoft Certified IT Professional (MCITP) certifications are considered a plus for this role.
What are the benefits of working with Club Systems?
Benefits include a leadership role in a dynamic support team, the opportunity to make a significant impact on service experience in the golf industry, a collaborative culture, and competitive compensation with professional development opportunities.