Help Desk Support Manager

Title:               Help Desk Support Manager

Reports to:    VP, MLS Administration

Hours:            8:30a.m. – 5:00p.m. Mon – Fri; 8:30a.m. – 3:00p.m. on occasional Saturdays

Overview:

Supports and directs a helpdesk support staff of three who provide support to over 11,000 Realtor® members.  Support encompasses all tier levels (1, 2, and 3) on core MLS software (Matrix, Realist and GoMLS) for both lo-end and hi-end users, predominantly via phone, but also via e-mail and occasionally walk-ins. 

General Responsibilities:

• Provides support for ancillary software and systems i.e. Carolinahome.com, Carolinarealtors.com, Mingleschool.com, Showing Time, SAFEMLS and Statistical Analysis Module (SAM)
• Provides support for password requests, walking members through adding and updating listings, transferring listings, and “how to” questions in general
• Assists with identifying and writing communications explaining system updates to members
• Assists with database additions i.e. subdivisions, complexes, cities, schools, etc.
• Assists in identifying and reporting MLS software issues to Senior Support Specialist and following up, ensuring issues are rectified
• Ensures email requests and voicemails from members to helpdesk support team are answered in a timely manner (within 24 hours)
• Collects the help desk support team’s stats on numbers of calls and emails handled, and what type of issues they were, for bi-weekly reporting purposes 
• Runs phone reports on help desk queues (bi-weekly and quarterly)
• Creates and coordinates the Saturday partial-day support schedule
• Ensures the helpdesk support team answer the main line phone calls and directs to appropriate person or department (for whole company not just MLS department.
• Maintains and updates the CarolinaMLS Help Desk Manual with all system changes as they occur
• Participates in MLS committee meetings regarding MLS system updates
• Assists with implementing MLS committee recommendations to update or improve the MLS system

Secondary Responsibilities:

• Acts as a backup to the MLS system trainer, performing on-site and off-site training to members as necessary 
• Any other duties as required

Requirements:

• High competency with multiple internet browsers, operating systems (mobile included) and Office Suite
• 2- 3 years’ experience in a Windows PC and and/or Apple computer support environment
• Prior experience supporting MS Office applications
• Five years prior customer service experience
• Prior management of Helpdesk personnel preferred
• Excellent verbal communication skills to troubleshoot effectively over the telephone
• Excellent written communication skills to troubleshoot effectively via email
• Must have strong organizational skills and the desire to research issues, take on projects and see them through to completion