Manager, Technical Support

8 - 10 years experience  • 

Salary depends on experience
Posted on 03/21/18
Downers Grove, IL
8 - 10 years experience
Salary depends on experience
Posted on 03/21/18

HAVI is a privately held global company that innovates, optimizes and drives the supply chains and marketing promotions of many of the best known brands in the world. When you work at HAVI, you have a chance to make your mark – to be a part of work that drives value, brings a smile and keeps everyday life moving forward. Which means it’s not the size of our global footprint, but rather your personal fingerprint, that has the power to make a real difference for our customers… and to touch the lives of people both at home and around the world.

Responsibilities

Are you a motivated self-starter who thrives in a fast-paced environment? If so, we have an opportunity for you as a Technical Support Manager with HAVI! In this role, you will provide hands-on technical direction and leadership for our dynamic and world-class end user services team in our Downers Grove and Chicago offices. Additional responsibilities:

  • Provide team leadership and mentoring  
  • Assume ownership and accountability for the strategic and tactical operations of the technical support team
  • Design and implement processes, policies, and best practices
  • Maintain high performance standards and delivery with limited resources
  • Provide best-in-class solutions, techniques, and reviews of service delivery, time usage, and reporting to ensure effective support levels and a high level of customer satisfaction
  • Assist in developing a follow-the-sun 24x7 support model with other regional leaders
  • Build and maintain central knowledge stores of information that cover all tech support functions across the region and support the follow-the-sun model
  • Initiate operational reporting for performance reporting needs (i.e. staff performance reports/scorecards, FCR, ASA, MTTR, SLA's, etc.)
  • Engage end users and technology teams in new solutions and prevent potential issues
  • Provide outstanding customer support, foster open dialogue, share diverse options and concerns through a trusting environment to ensure a quality user experience
  • Build strong relationships with and regularly engage key stakeholders to ensure SLAs and customer service guidelines are achieved
  • Travel between the Downers Grove and Chicago offices frequently 

Desired Skills & Experience

  • 7+ years’ experience with significant IT support of day-to-day operations in a 24x7 environment
  • 4+ years’ experience in formal incident, problem, and change management related to technical support, end user services, and technology
  • 3+ years’ experience as a supervisor or manager of highly visible, customer facing teams (including 1+ year(s) managing remote teams
  • Experience building a world class technical support function and team and measurable goals and objectives
  • Problem-solver who can proactively recommend effective courses of action, communicate resolutions, policies, and procedures to various IT stakeholders
  • Change agent who can identify opportunities for improvements
  • Proven mentorship skills, with demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individual’s and team’s performance
  • The ability to execute against budgets, implementation schedules, and effectively manage projects
  • Excellent organization and communication skills
  • Proven leadership with the ability to promote collaboration, team work and operational excellence
  • Multi-tasker who can solve multiple issues in a high stress environment
  • Experience merging IT groups into a shared service model
  • Must be willing to travel between the Downers Grove and Chicago offices 
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