NextPath Career Partners is currently seeking a Technical Support Manager to join our client’s team in Clearwater, FL. This is a hybrid, direct hire position.
SALARY: $100-110K + bonus (depending on experience)
REQUIREMENTS:
- 5+ years previous technical support experience
- 3+ years technical support leadership experience
- Experience developing and mentoring a team of technical support, desktop support and NOC support specialists
- Knowledge of providing SaaS systems support
- Technical knowledge of ITIL framework
RESPONSIBILITIES:
- Managing a team of Network Operations Center (NOC) technicians, Technical Support Analysts, and Desktop Support Technicians to achieve business objectives around KPI attainment and operational excellence
- Setting team goals in alignment with the company’s overall support objectives and assisting direct reports in defining and attaining those and individual goals
- Maintaining a high standard for productivity, quality, and customer service, ensuring that all service levels are met
- Preparing various performance and capacity reports by collecting, analyzing, and summarizing data and trends
- Communicating job expectations: plan, monitor, appraise and review job contributions, plan and review compensation actions and enforce policies and procedures
- Communicating customer issues with the Sr. Management team and devise ways of improving the customer experience, including resolving problems and complaints
- Conducting needs assessments, performance reviews, capacity planning, cost/benefit analyses, and contributing information and analyses to organizational strategic plans and reviews
- Recording statistics, performance levels, and user rates of the three groups and preparing staffing level reports, as necessary
- Assisting with the collection of events and data that may be required to prepare Root Cause Analyses (RCAs)
- Assisting with the actual preparation and delivery of RCAs
- Forecasting and analyzing information against department/group budgets
- Monitoring all staff internal work queues for quality and proper attention
- Addressing all escalated client and/or management questions and concerns in a timely manner
- Acting as a point for escalation of issues and/or resultant problems that may arise
- Ensuring that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers
- Ensuring the delivery and completion of technical and soft-skills training for direct reports
- Delivering monthly feedback on individual performance regarding agreed-upon objectives and employee development goals
- Managing workflows and schedules for direct reports to ensure adequate and equitable workload coverage
- Managing and communicating about customer escalations for your direct reports when necessary
- Collaborating with other departments as required and filing requests for increased resources when applicable
- Advocating for customers and defining ways to continually add value to the customer experience
- Serving as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team
- Completing daily process compliance activities such as providing updates to Online Project Communications (OPC) documentation, routine report generation, capacity, performance monitoring, etc
- Participating in the manager rotation for on-call coverage, ensuring a response to all customer escalations that occur during your assigned shift, and responding to requests as may be required
- Reviewing team KPIs daily and ensuring your team members are present and adding value during 911 and other technical support calls
- Conducting interviews and hiring team members
- Participating in ongoing discussions around strategic vision for the team
- Participating in projects
- Encouraging team participation in various events
- Performance of other duties as may be assigned
NEXTPATH CAREER PARTNERS:
NextPath is a candidate centric recruiting firm focused on your career goals to help you find your next path! Our team of professional recruiters have over 80 years of combined experience to help you navigate a job change. Our clients span local and national with roles in sales, creative, marketing, and staffing on a direct, contract-to-perm, and contract (project) basis.
If the position above doesn’t appear to fit, we do have a host of clients with roles that could be a match and not every position will be posted. Feel free to reach out to find a better match by emailing your resume to apply@nextpathcp.com for a recruiter to engage.
We are an Equal Opportunity Employer
View all open jobs: http://www.nextpathcp.com
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