Are you a tech-savvy problem solver who can turn any client issue into a piece of cake? Do you thrive in a fast-paced environment and love making clients happy? If you answered yes to these questions, then we want you to join our team as our IT Support and Service Delivery Manager!
We encourage and allow our managers to lead their departments as their own businesses. This requires a unique individual who thrives on accountability and recognition for achieving measurable outcomes. Our managers lead outcome-based initiatives while ensuring both team members and clients receive top-notch support.
Accountabilities:
1. Lead and manage a team of talented technical support specialists and escalation engineers that provide IT problem-solving coupled with a high level of client service.
2. Show dedication to meeting client satisfaction goals by providing top-notch services and solutions, and by building enduring relationships through both in-person and virtual meetings.
3. Provide critical incident management and be the interface between clients and technical teams within the company during outages and other major events.
4. Develop and implement new technical support processes to improve the client experience.
5. Keep up to date with the latest high-level technology trends.
6. Facilitate ongoing training and development with the team.
7. Adhere to our hybrid work schedule – Mondays and Fridays are optional Work From Home days, while Tuesday, Wednesday and Thursday are required in-office days.
This role requires:
1. Demonstrated success leading teams through complex, technical problems in a fast-paced environment.
2. Ability to proactively troubleshoot operational issues with little or no guidance.
3. A true leader who understands how client success impacts their business.
4. Strong knowledge of complex problem-solving and troubleshooting methodology.
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