Description:
Now, if you were to come on board as one of our Manager, Technical Support , we’d ask you to do the following for us:
- Oversee operational support of end user support services.
- Manage staff handling daily technical support requests.
- Complete staffing models to identify staffing needs to support expected volumes and seasonal variations.
- Manage computer, technology, application, and infrastructure support.
- Ensure that requests and tickets are being addressed and handled in alignment with established service level requirements.
- Manage project delivery to meet defined business needs on time and within defined budgetary constraints.
- Establish highly functional partnerships with business partners to identify and meet business support needs.
- Analyze support data and metrics to identify trends to staff support services to meet the needs of business users.
- Analyze ticket data and support metrics to identify trends to partner with Compass Technology teams to recommend proactive service improvements.
- Work with Compass Technology managers to identify and prepare for projects that will impact users and create potential support needs.
- Develop and train staff on proper troubleshooting methods, customer service and to ensure technical competency.
- Facilitate cross-training among support teams handling technical support, application support, and mobile device support.
- Prepare daily, weekly, monthly incident reports for management and business and contribute to preparation and management of department budget.
- Oversee the staff setup, testing, maintenance, asset management, operation, and tear down of audiovisual (AV) and videoconference (VTC) equipment; (e.g., video data projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems).
- Participate in setting and ensure that members of the team understand Team Goals, Strategies and Priorities, Departmental goals, strategies and priorities.
- Demonstrate ability and willingness to share ideas with Associates, peers and management.
- Embrace a coaching culture, provide feedback to Associates, peers and management.
- Serve as a mentor to provide coaching and technical guidance to Team.
- Break Team goals into manageable plans and assign activities to team members with defined timelines.
- Provide leadership/guidance to ensure completion of assigned activities within defined timelines.
- Demonstrate a positive attitude and set an example for colleagues and Team.
Think you have what it takes to be our Manager, Technical Support ? We’re committed to hiring the best talent for the role. Here’s how we’ll know you are the best fit:
- Typically, 10+ years experience technical/end-user computing support and application support experience.
- Managing a Service Desk and/or desktop support technicians.
- Print management operations and troubleshooting preferred.
- 3-5 Years audiovisual technology management experience and presentation technologies experience.
- Basic technical understanding of related communications technologies (i.e. IT, data networking, telecommunications, communications cabling, etc.)
- Bachelor’s degree in computer science or combination of education and experience.
- ITIL certification highly desired.
- HDI Certified Desktop Support Manager (DSM) preferred
- Microsoft Certified Desktop Support Technician (MCDST) preferred.
- HDI Certified Support Center Manager (SCM) preferred.
- Apple Certified Support Professional (ACSP) preferred.
- Project Management experience preferred.