Customer Service Manager - IT
Job ID
14363
Posted
24-04-2021
Service line
GWS Segment
Role type
Toàn thời gian

JOB SUMMARY
The IT Customer Service Manager will support the day to day IT operations.  This person will plan, strategize, and deliver outstanding work experiences via support technicians.  Ensure quality and delivery of IT support to enhance and improve business processes for our customers/employees.  Provide technical guidance and coaching for support staff.  This role will be instrumental in implementing the wider Technology Services vision

GOALS AND OBJECTIVES
Work collaboratively with support team to provide solutions and outstanding customer service
Monitor the availability and reliability of support solutions.
Identify opportunities for optimization and if needed, partner with other cross functional teams to design, plan, and implement a resolution.
Lead and manage a team of support technicians in regard to both hardware lifecycle and end user support
Ensure that the defined work practices and behaviors are being followed.
Provide escalation and support to support technicians such as working with third party vendors to deliver service where needed.
Ensure that all SLAs and performance measures are being monitored and managed.
Engage with key stakeholders to resolve satisfaction issues or problems.

RESPONSIBILITIES
Ensure end-to-end quality control over all member support requests and support projects.
Design, develop, and document departmental processes.
Provide support, direction and guidance to Technology Services team members, supervising and coordinating their activities and assisting team members in reaching their potential performance levels.
Provide vision, guidance, and advice on technology issues to the Technology Services department and various operational projects.
Prepare various documentation and reporting for the purpose of tracking SLA’s, support coverage, performance, sustainment, and other measurable data.
Ensure department SLA’s and support coverage is maintained per team objectives and goals
Provide mentoring, leadership and professional development for subordinate staff and assigns appropriate levels of responsibilities to staff while maintaining accountability for all department personnel actions.
Manage projects of various size including planning and execution of technology upgrades, and process updates.
Independently research potential paths to improving product via such means as efficiency studies, technological improvements, and case studies.
Assist in the strategic planning for the future of the department
Coordinate and partner with other departments to understand and resolve issues faster and more effectively.
Help manage the technology budget.  
Work on technical projects and initiatives as needed.
Manage server upgrades and patches.

Other duties as assigned.

SUPERVISORY EXPERIENCE
Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE
Minimum 3 + years of technical experience; High school diploma or equivelant required.
Budget management experience.

COMMUNICATION SKILLS
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.

OTHER SKILLS and/or ABILITIES
Well versed with Microsoft technologies such as MS Office Suite and SharePoint. 
Demonstrate excellent customer service skills including customer empathy, good customer diplomacy skills, and problem ownership
Ability to use discretion and judgment in evaluating problems and creating solutions for end users

Expert knowledge of the operation of Microsoft based business applications and operating systems
Knowledge of data networking principles and architecture
Ability to maintain positive relationships with internal team members
Ability to use support tools to speed up problem solving and improve own productivity
Identify and consult with management regarding project solutions
Ability to foster teamwork and collaboration within the team
Ability to hold people accountable for service and support promises made to members
Knowledge of SQL a plus.

COMMUNICATION SKILLS
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.

Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users

SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.