Posted: Saturday, February 3, 2018 6:33 PM
Summary: The Help Desk Manager is responsible for leading our support team to provide excellent customer service to our user community by resolving issues with our SAP ERP and other business systems. The successful candidate should have a problem solving attitude and the ability to motivate a team to achieve specific goals and to continuously improve.
:Ensure customer service is timely and accurate.
:Manage our help desk team and evaluate their performance, driving continuous improvement.
:Actively respond to and resolve user issues.
:Escalate critical business issues to the appropriate internal team for prompt resolution. Follow up to ensure resolution is timely and meets expectations.
:Maintain best practices and internal metrics to ensure customer satisfaction and team productivity.
:Create training plans and training to ensure the Help Desk team maintains system and business process knowledge.
:Create reports to evaluate customer satisfaction and team productivity.
:Communicate system and business issues with our user community
:Solicit input from business units to improve customer satisfaction.
:Maintain current business and system knowledge.
:Perform other duties as assigned or directed.
Minimum two years of leadership experience in a help desk environment including hands on experience directly responding to user issues.
:Equivalent to a four:year degree from and accredited college/university
:Customer service oriented with strong problem solving skills
:Proficiency with Microsoft Office products
:SAP experience strongly preferred
:French and/or Spanish language skills a plus
Applied Industrial Technologies (NYSE: AIT) is a leading industrial distributor that offers more than five million parts to serve the needs of MRO and OEM customers in virtually every industry. In addition, Applied(R) provides engineering, design and systems integration for industrial and fluid power applications, as well as customized mechanical, fabricated rubber and fluid power shop services. Applied also offers maintenance training and inventory management solutions that provide added value to our customers.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, gender, sexual orientation, age, disability, protected veteran status, marital status, medical condition or any other characteristic protected by law.
If you need accommodation for any part of the employment process because of a disability, please send an email to or call to let us know the nature of your request.
• Location: Cleveland
• Post ID: 57492067 cleveland