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Technical Support Mgr.
Job Opportunity at
Pitisci & Associates
Posted on Aug 11
Technical Support Manager
Technical Support Supervisor will have the responsibilities of coordinating the efforts of the Technical Support staff and provide team motivation. This position will report directly to the Director of Client Services. The position will oversee all Tech Support Activities, ticket tracking, Systems QA, and on-call schedules. The position will also serve as a liaison between company and key customer contacts, and will provide ticket and team analysis and reporting as required.
Process and Results Management
Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting, and employee engagement. Keep abreast of trends and new products to facilitate improvements.
Facilitate customer resolution for escalated calls and engage the necessary technical support.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Communicate with other departments, client contacts, and management to resolve problems and expedite work.
Monitoring of the team’s performance to ensure all SLA’s and customer metrics are met.
Provide Monthly, Weekly, and Adhoc reporting for internal and external customers.
Provide quality assurance review of all tickets logged in the ticketing tracking system on daily basis to ensure accuracy of content.
Monitor and stay on top of open tickets, projects, and emails to ensure they are resolved / addressed in timely manner.
Provide support for end-users via phone, email, and online chat when needed.
Monitoring for outages impacting customers. Alerts to internal and external resources and communications to impacted users via emails, tickets, messages, etc. Monitor and communicate status during outages. Drive RCA efforts and reporting after outages are resolved.
Providing leadership to Technical Support staff
Team performance coaching and setting of performance objectives.
Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes.
Work with Director of Client Services to ensure the Support Department is adequately staffed and that end-users are well supported.
Ensure team members adhere to all company policies and procedures.
Ensure team members have access to required resources for resolving problems and completing work.
Help hire new staff by reviewing resumes and conducting interviews.
Propose and requisition new hardware / equipment needed for department testing / troubleshooting.
Coordinate on-call rotating schedule and be available 24/7 to provide backup support if needed.
Approve / disapprove time off requests from team.
Excellent Communication Skills
Ability to Multi Task
Ability to Prioritize Tasks
Ability to Lead and be a Team Player
Ability to define and implement new processes
Microsoft Office (Word, Excel, Outlook, PowerPoint)
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