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the role of technical support manager will be in charge of coaching and developing the team in all areas of performance. This individual will lead the team as they interact with customers through different platforms, and make sure issues are being recorded on tickets. They will provide and receive ongoing feedback, implementing resolutive actions supporting career development and performance improvement. The manager will also be in charge of the administrative process compliance and identifying trends and opportunities for improvement within the company. The manager will foster career development by delivering actionable feedback on individual performance in 1:1 meeting, assigning achievable goals and projects, and coaching accordingly. This individual should create and share operational goals, performance standards, and kpi's (key performance indicator) with teams to properly align to the compucom's mission, vision, and values.
* manage performance of level 1 & level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
* responsible for ensuring staff are meeting/exceeding expectations in regard to performance and defined sla metrics/benchmarks.
* responsible for overall monthly performance indicators attainment (aht, fcr, csat, qa) and any and all client-specific metrics based on contractual requirements.
* train, coach and mentor service desk analysts (level 1 - 2) including career development. Oversee staff activities. Build/obtain training material for support staff. Performance management and people development through coaching and feedback sessions on a regular basis, annual review and ad-hoc requirements.
* ensure financial objectives are met, and service profits/losses meet expectations.
* manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction. Address and assure action are taken and follow through on internal and external escalations with a sense of urgency engaging stakeholders as needed.
* responsible for communicating and taking action on any operational changes, implementations, or outages ensuring business continuity.
* determine and establish the training of the account client specifics curriculum for new hire.
type of experience:
* experience in dealing with difficult interpersonal situations
* performance management feedback
* coaching skills analytical thinking
* decision making emotional intelligence / people skills business knowledge
* strong knowledge about hr policies
* ability to work under pressure and meet deadlines
* have experience handling 2 accounts
* at least one emergency response training
* experience in dealing with client contacts at a senior level
language skills:
* advanced english
* project management methodologies and abilities
* prioritization matrix and time management strong skills
* strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels
* communication skills
* business knowledge
* presentational skills
* client facing abilities
* leadership skills
* strategic thinking skills
* office
* hardware, payroll, workday, wfm, etc
* elevate training (personal / functional modules)
* aht, fcr, csat and any and all client-specific metrics based on contractual requirements
seniority level
* associate
employment type
* full-time
job function
* information technology
industries
* it services and it consulting
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