Manager of Support
The Manager of Support is responsible for leading a team of both Technical and Software Support analysts, servicing users with complex enterprise-related issues, problems and requests. The team focuses on being highly available, customer driven subject matter experts highly focused on call resolution. The Manager of Support must build a multi-discipline organization with strong utility players able to support a wide range of technologies, platforms and applications. The team must resolve incidents with the infrastructure, hardware, software, network and application environment.
The ideal candidate possesses a passion for customer service and strong technical knowledge needed to coach and mentor the team on new technologies and build a world-class Support organization. This role reports to Director of Support.
Essential Tasks
- Lead a team of analysts supporting a large user environment across hundreds of sites around the world
- Manage the team towards a dedicated customer service focus
- Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement
- Administrative duties for handling work schedules
- Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe
- Interacts with business operations and leadership, business analysts,
