Summary
As the Manager, Support Center, you will be responsible for the overall management of cb20's IT Help Desk responsible for supporting a wide array of Managed and non-managed customers. This individuals' principal goals are to ensure that IT solutions and methodologies allow for effective and efficient support and management of the information technology that supports our clients. This position will also be responsible for the process creation, management, and ownership of the day-to-day support of our managed services customers. The Manager, Support Center will coordinate the service delivery team to ensure policies and plans are implemented to achieve policy objectives with an extremely high level of customer service. The ability to exhibit moderate technical understanding and technical experience in one of the following roles is required: Help Desk technician/engineering, project engineer, systems administrator.
Duties and Responsibilities
- Responsible for overseeing maintaining and sustaining productive relationships with managed services customers.
- Responsible for the overall delivery of managed services offerings to our customer base including attaining all SLA levels and driving an elevated customer experience.
- Buildout of support organization to achieve business unit revenue and profitability goals, including appropriate resource distribution levels across support tiers.
- Technical experience to interact competently with customers, evaluate quality of team member issue resolution suggestions and assess productivity tools for use by the team.
- Development of customer support team training plans to ensure competency in supported technologies
- Oversees both the onsite and remote support of managed services customers.
- Delivers high quality and timely responses to all support interactions.
- Communicates during large scale IT outages for managed customers.
- Work with other team leaders to evaluate incremental services offerings and technology solutions required to deliver those solutions.
- Oversees the cybersecurity posture of organizations which includes patching, backups, and cybersecurity best practices.
- Measures and reports on all Service Level requirements and KPI's of the team.
- Involvement in license procurement in support of the service delivery team.
- Documents and enforces all IT policies and procedures for the Support Team.
- Ensure incident, change, and problem management policies and procedures are followed.
- Customer support tools development
- Other duties and responsibilities as assigned.
Qualifications Requirements/Job Specifications
- 5+ years' experience managing managed services delivery team.
- Demonstrated success scaling a managed services delivery team through significant growth.
- Good understanding and strong technical knowledge of current network and client operating systems, hardware, protocols, and standards, including Windows OS, cloud platforms such as O365 and Azure.
- Demonstrated experience in managing staff and budgeting.
- Excellent troubleshooting skills.
- Strong written and verbal communication skills.
- Industry expertise with enterprise infrastructure solution development.
- Bachelor's degree or higher in computer science or related field, OR equivalent combination of education and work experience.
