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IT Support Manager:

IT Support Manager – Hybrid:

Our direct client, a well-established IT support service provider, in Fairfield County is looking for a Technical Support Team Manager.  In this role, you will manage technical support staff to ensure overall efficient and effective client support. You will use your technical IT skills to monitor the department's daily operations and continuously improve it. You will be an important and exciting part of our continued growth path. We are looking for a technical management professional with a solid service management background, who wants to grow with us.  We are looking for a strong team player who has solid IT client service and people skills. The ideal person will be able to work efficiently with technologies such as Windows networking operating systems, Microsoft cloud solutions, ConnectWise PSA tool and other integrations that we use to streamline our service offerings and have the desire to learn much more. We believe in our people, we offer a very attractive, fully paid, technical skills training program where you will earn various industry certifications and grow your career with us. We have a great team of truly dedicated staff members who work together to support each other and our clients on a daily basis and we want to find the perfect fit for our exciting culture.

Requirements

  • Lead efforts to develop overall team strategies, objectives, and metrics to improve efficiency and automation.
  • Drive the highest levels of performance from each team member
  • Improve process for management reporting of key technical support metrics
  • Oversee management of ticket workflow including scheduling of engineers on Reactive Team
  • Ensure monthly reports are accurate and delivered in a timely manner
  • Ensure services are delivered according to each customer agreement
  • Staff management including employee performance appraisals
  • Hiring/firing of team personnel
  • Management of team members time sheets
  • Ensure HR policy adherence within Reactive Team
  • Ensuring that tickets are updated daily by all team personnel
  • Ensuring that knowledgebase and other intelligent information systems are updated regularly by team personnel.
  • Monitor ticket flow to ensure client service delivery SLAs are met
  • Resolve support tickets as needed to balance workflow within team
  • Organize and lead team meetings and information sharing process
  • Coordinate resources within team to ensure timely and accurate service delivery and resolve scheduling conflicts
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
  • Delegate tasks to team members and work with other departments as needed to ensure clients are properly served
  • Quality Assurance of Team Tickets
  • Maintain and monitor high level of client satisfaction.
  • Handle escalated customer complaints/concerns and track in ConnectWise.
  • Ability to work in a team and communicate effectively.
  • Manage the escalation of service tickets that cannot be completed within agreed service levels.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Regularly document processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur including employee time and expenses.
  • Maintain certifications required for position.
  • Supervisory experience in a business environment
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
  • Comfortably handle technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Ability to de-escalate situations.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Self-motivated with the ability to work in a fast-moving environment.

 

Educational/Vocational/Previous Experience Recommendations

  • BA/BS, preferably in computer science or a related field.
  • MBA/MS preferred but not required.
  • 2+ years experience managing a team in a fast-paced service business.
  • MSP experience a plus.

Job ID: 5091

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