PURPOSE
The Manager of Technology Support leads a team of Technology Support Specialists that applies technology solutions for corporate functions and customer-facing systems. The position collaborates with peers and partners to shape the tools, processes, and procedures that will deliver quality products, experiences, and exceptional customer service. Team responsibilities include level 1 and 2 support desk triage and problem resolution, corporate system user lifecycle and audit, corporate hardware lifecycle, support of enterprise initiatives, responding to events, and improving user experience through exceptional customer service.
ESSENTIAL DUTIES & RESPONSIBILITIES
• Manages and leads a team of Technology Support Specialists.
• Mentors the Technology Support Team on the enforcement of defined enterprise & security standards, policies, and procedures.
• Exhibits deep comprehension of the devices, proprietary SaaS applications, and third-party SaaS applications implemented throughout the enterprise.
• Collaborates with business units to define and maintain a Service Level Agreement (SLA) between the Technology Support Team and the Business Units
• Defines and publishes metrics related to SLA and service quality.
• Mentors and coaches the team of Technology Support Specialists on methodologies to consistently exceed defined SLA's.
• Owns the end-to-end lifecycle of New Hires, Terminations, and Account Changes including hardware procurement, inventory management, recovery, and refurbishment.
• Owns the day-to-day vendor relationships with hardware, warehousing, recovery, and refurbishment partners.
• Defines and manages the technology-related onboarding and offboarding processes, procedures, documentation, and live-sessions to support Human Resources with employee and contractor lifecycle.
• Manages team performance conversations, coaches and counsels against team KPIs.
• Experience using logic and reasoning to identify the strengths and weaknesses of alternative technical solutions, conclusions or approaches to problems, driving data-driven decisions.
• Collaborates with stakeholders to understand emerging business needs and opportunities.
• Seeks to understand what system is required to do and what it should not do. Sets operational standards and resource usage "budgets".
• Builds strong relationships with business and technology partners.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
• Microsoft 365 Suite
• Customer Support/Success Team Management
• Customer Support/Success SLA's and Metrics
• Deep understanding and management of Enterprise ITSM platforms
• Strong technical experience with, exposure to, and competency of a wide variety of enterprise systems and platforms.
• Strong communication and collaboration skills, both verbal and written.
• Demonstratable resource management experience
• Consistent application of emotional intelligence to support service delivery, critical thinking, and problem solving.
• Procurement and Inventory Management
• Problem Solving
IDEAL KNOWLEDGE, SKILLS, ABILITIES AND/OR EXPOSURE
• Exceptional Communication and Collaboration Skills including both thoughtful immediate acknowledgement of request and thorough close out of open issues
• Strong internal customer management skills, able to navigate frustrated user interactions without emotion
• Agile SAFe
• NIST 800-53
• Sarbanes-Oxley
• Active Directory
• Atlassian: Confluence and Jira
• Change and Incident Management
• Security Administration
• Network Administration
• End User Computing Administration
• Virtual Desktop Administration
QUALIFICATIONS:
• Bachelor's Degree or equivalent applicable experience
• 5+ years of IT experience; at least 4 years within customer support and/or success roles
