HBG Technology Support ManagerPosition SummaryThis role is responsible for our team that provides day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnoses problems through collaboration with operations partners, which includes trouble shooting, root cause analysis, and problem escalation. Providing clear, effective, and timely resolution of team member problems, queries, or complaints. This role is critical in leading the operational cadence and processes alongside portfolio management and operational leadership, driving efficiency and customer experience enhancements.
Primary Responsibilities• Leads coaching and mentoring of our Tech Ambassadors and Application Support teams. Supports a culture of CX, continuous improvement, and best practices.
• Provides tactical leadership and contributes to operational planning within the HBG Leadership team.
• Conduct process reviews and quality checks to ensure alignment with Clayton technology standards.
• Assist in aligning projects with hardware lifecycle needs.
• Ensure effective operational performance KPI and SLA metrics in place, and aligned with practices to drive continuous improvement.
• Fosters collaboration and secure stakeholder buy-in from technology and business partners.
• Develop and execute strategic plans for the support teams, aligned with the organization's technology and business goals.
Primary Qualifications • Bachelor's degree in Computer Science, MIS, Business Administration or related field or equivalent experience
• ITIL training, demonstrating expertise in technology support, equivalent experience accepted.
• Minimum 5 years of technology support experience
• Minimum 2 years supervisory experience
Desired Skills • To Be Filled in by Human Resources
Behavioral Competencies • To Be Filled in by Human Resources
Benefits• Competitive benefits including 401(k) with 100% company match of the first 4%; medical, dental and vision plans; paid time off days and holidays.
- Forbes lists: America's Best Employers, America's Employers by State, Best Employers for Diversity, Best Employers for Women.
- Recognized as one of East Tennessee's top technology workplaces.
- Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
- Onsite fitness facility with full gym, workout classes, volleyball and basketball, ping-pong, and disc golf course.
- Paid Time Off for Volunteer work.
Business Unit - B00023
Technology
