Company description: ClearCourse Job description: Are you a tech-savvy leader with a passion for customer service? Do you have a deep understanding of the golf industry and want to make an impact in a fast-paced support environment? If so, we have the perfect role for you! Club Systems is looking for a highly motivated and experienced Support Desk Manager to lead our team of support analysts, oversee our technical support processes, and ensure an exceptional customer experience. This is an exciting opportunity for a proactive and strategic leader who thrives on problem-solving and team development. What You?ll Be Doing: Lead & Inspire ? Manage and mentor a team of support analysts, ensuring they deliver top-tier technical support and customer service. Drive Performance ? Monitor and improve key performance metrics such as ticket resolution times, customer satisfaction, and team efficiency. Streamline Support Processes ? Oversee incident management, escalation procedures, and SLA adherence using support ticketing systems like Zendesk. Enhance Collaboration ? Work closely with Sales, Product Development, and Implementation teams to resolve cross-functional challenges and enhance our service to the golf industry. Deliver Training & Development ? Provide ongoing coaching and professional development to your team, improving their technical and customer service skills. Manage Coverage & Scheduling ? Ensure adequate support coverage across a 12-hour daily operation, 7 days a week, 365 days a year. What We?re Looking For: Experience & Qualifications 3-5 years in a support or customer service role, with at least 2 years in a technical support or help desk position. 1-2 years of experience managing a team in a high-demand environment. Proven ability to meet SLAs and manage performance metrics. Bachelor?s degree in IT, Business, or related field (or equivalent experience). ITIL, CompTIA A , or Microsoft Certified IT Professional (MCITP) certifications are a plus. Technical & Leadership Skills Strong understanding of networking basics and cloud-based technologies. Expertise in remote troubleshooting and technical support tools. Experience managing ticketing systems such as Zendesk, ServiceNow, or Freshdesk. Exceptional problem-solving skills, especially in escalation management and customer issue resolution. Ability to train and develop a high-performing team. Golf Industry Knowledge (Essential!) A deep understanding of golf and the products we offer is crucial. You?ll be communicating with golf clubs and industry professionals daily, so familiarity with the terminology, operations, and unique challenges of the golf world is a must. Why Join Us? Be a Leader ? Take charge of a dynamic support team and shape the future of customer service at Club Systems. Make an Impact ? Your expertise will directly improve the service experience for golf clubs across the country. Collaborative Culture ? Work with a team of passionate professionals dedicated to innovation and excellence. Competitive Compensation ? Enjoy a strong salary package with benefits and professional development opportunities. Ready to apply, submit your application now!
