Salary
$100-110k/yr
Location
New York City, NY, United States
Posted on
Oct 28, 2016
Profile
Primary Responsibilities:
Oversee the day to day operations of the Client Technology Support Organization (Level II and III IT and Executive Support)
Ensure all technical issues assigned to the Client Technology Support Team are responded to and resolved within service level.
Provide guidance to Client Technology Engineers/Team Leads to efficiently resolve client issues and complex technical problems.
Act as a first escalation point in the customer escalation process to handle irate customers and resolve customer questions.
Act as the first escalation point in the Executive Support Process following issue to resolution.
Lead a variety of IT projects, such as business migrations, moves and expansions.
Act as a role model and mentor to Client Technology Support Engineers and Analysts
Specific Responsibilities:
Incident Management:
Lead the activities of Client Technology Support staff, assign customer incidents for resolution and work assignments.
Monitor performance of Client Technology Support staff and provide feedback to ensure that service levels and customer satisfaction goals are met.
Interpret, analyze, research and resolve complex to highly complex incidents and determine appropriate solution.
Engage and liaise with external suppliers to ensure resolution to agreed standards and timelines.
Ensure compliance with all Client Technology Support and IT Infrastructure Systems policies and processes.
Monitor call queues to ensure optimal workload distribution while ensuring service levels are met.
Lead and participate in the maintenance of the support knowledge base and knowledge documents to ensure Client Technology Support has the knowledge necessary to support all technology standards established by LF USA IT.
May be required to handle incidents as service level dictates.
Leading others:
Encourage and maintain a positive employee culture of effective communications, customer care and continuous improvement within team members.
Measure and report on staff performance by performing quality monitoring of customer interactions and documented incidents/change requests handled by Client Technology Support staff
Assist in the application of appropriate reward and recognition strategies.
Follow the LF USA performance management process to address performance issues, create individual development plans, and prepare and deliver performance reviews to Client Technology Support analysts.
Create and coordinate staff schedules to ensure optimal coverage to meet service levels.
Maintain attendance records.
Perform coaching and counseling discussions.
Conduct new candidate interviews.
Specific Responsibilities:
(cont’d)
Service Delivery:
Promote, adhere to, and enhance the Client Technology Support processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.
Establish and maintain effective partnerships with customers, business unit areas, IT development and support groups, and external vendors.
Identify and recommend process improvement initiatives to management.
Perform trend and root cause analysis.
Identify and lead call avoidance strategies.
Research new tools and methods to achieve primary duties.
Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed.
Represent Client Technology Support at meetings with the business as required.
Serve as a customer liaison and advocate.
Take personal ownership and pride in taking action on issues and in following through on commitments to completion.
Consistently apply customer service best practices.
Consistently promote, adhere to, and support the standards of LF USA IT.
Apprise management of unresolved issues.
Serve as back-up to Director, Client Technology Services as required.
Reports To:
Director, Client Technology Services
Scope:
Level of Involvement/Relationships: Involved in strategic initiatives that impact the productivity of the entire organization.
Staff Management/Development: Responsible for leading, and creating development plans for, Client Technology Support analysts and interns.
Budgetary Responsibilities: N/A
Major or Unusual Problems:
Meeting service demands with available resources, handling irate customers.
Decision Making Authority:
Problem resolution, workload distribution, PTO approval.
Competencies:
Leading a customer-facing technical support team.
Providing technical support in an IT Service Desk/help desk environment.
Desktop operating systems (Windows and Mac), Cisco telephony, BlackBerry mobility, Active Directory, Microsoft Office, Active Directory, Adobe Creative Suite, Citrix
Exceptional verbal & written communication skills.
Exceptional customer service skills.
Excellent conflict resolution skills.
Effective time management skills to achieve outcomes with available resources and within set timeframes.
Competencies:
(cont’d)
Strong problem solving and decision making skills.
Strong attention to detail.
Willingness to proactively take initiative.
Excellent follow up and follow through.
Ability to multitask and meet time constraints.
Ability to maintain composure and diffuse difficult situations.
Ability to work independently with minimal supervision.
Ability to effectively convey complex information to all audiences.
Strong planning skills.
Knowledge of effective IT service management processes and procedures.
Ability to approach technical challenges from a business perspective.
Ability and willingness to work a flexible schedule, including weekends and holidays.
Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
Bachelor’s degree required or relevant work experience
Manager Tech Support
Garry Kapoor
Alpha Technologies
E-mail: ****
Web: ****
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