Responsible for leading Support Services with the goal to ensure effective end-to-end customer support. Creates a customer-centric culture for all areas of focus and responsibility. This position manages multiple projects as well as daily support for the team. This position has budgetary, project management and performance management responsibilities and is expected to be current on business and technology trends.
(45%) Enterprise Support Management
* Oversees and manages the day-to-day operations of the enterprise and desktop support groups
* Ensures a customer satisfaction rating of 90% or above as it relates to ticket resolution
* Ensures a timely response to reported technical issues based on severity, and ensures that the individual submitting the issue is contacted within 30 minutes of submission
* Analyses technical problems to eliminate downtime and prevent cost overruns
* Builds relationships acr
Valid through: 2020-3-5