Summary:The Manager, IT Customer Support, is responsible for overseeing the daily operations of the customer support team and the IT Help Desk team, focusing on end-point services, infrastructure support, and help desk functions. This role ensures that IT support services are delivered efficiently and meet organizational standards for quality and performance.
Responsibilities:- Supervise and lead the customer support team, including help desk/end-point support technicians. Provide guidance, training, and performance evaluations.
- Oversee the help desk function to ensure timely and effective resolution of user issues, including ticket management, escalation procedures, and customer communication.
- Manage end-point support activities, including the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripherals.
- Coordinate infrastructure team to address issues related to network connectivity, server access, and other IT infrastructure components impacting end users.
- Ensure efficient handling of IT incidents and service requests, adhering to established SLAs and ensuring high levels of customer satisfaction.
- Develop and maintain performance metrics and reports to track support team performance, identify trends, and drive continuous improvement.
- Implement best practices and process improvements to enhance the efficiency and effectiveness of customer support operations.
- Serve as a point of contact for escalated issues, communicating effectively with end users and other stakeholders to resolve complex problems.
- Leverage service desk tools to define reports, advance views/queries, forms/workflow updates, escalation paths, etc. that reveal trends, resource needs, opportunities, and efficiencies.
- Collaborate to build out scalable tools for auto-deploying, managing, and securing endpoints.
- Engage in partnership meetings with business unit leaders to ensure customer support and gauge effectiveness and responsiveness.
Education & Credentials:- Bachelor's degree in information technology, computer science, or a related field and 6+ years related experience or
- An equivalent combination of education and experience.
Benefits At Brewer Science, we are a Top Workplace, Certified Employee-Owned, Certified B Corp™, and GreenCircle Certified Zero Waste to Landfill. By joining Brewer Science, you will be eligible to receive benefits including:
- Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
- Paid leave, including community service leave, wellness breaks, and other special leave
- Employee stock ownership, 401k, and bonus plans
- Educational assistance & employee assistance program
Application Process: To apply for this position please complete the online application. This position is open until filled. Screening will begin immediately.
