Manager of Enterprise Technology Support

Worldwide Express

WorldwideremotePosted 8 days ago

Skill Required

IT-Support-ManagementTechnology-Support-SpecialistEnterprise-IT-ManagementHelp-Desk-ManagementIT-Service-ManagementIT-Support-Services-ManagerApplication-Support-and-Technology-ManagerIT-Support-ManagerTechnology-Services-ManagerSupport-Engineering-ManagerIAMJirasecuritywrittenAgileandFulltime

Key highlights

5+ years of IT experience
At least 4 years in customer support and/or success roles

Role overview

The Manager of Technology Support leads a team of Technology Support Specialists that applies technology solutions for corporate functions and customer-facing systems. The position collaborates with peers and partners to shape the tools, processes, and procedures that will deliver quality products, experiences, and exceptional customer service. Team responsibilities include level 1 and 2 support desk triage and problem resolution, corporate system user lifecycle and audit, corporate hardware lifecycle, support of enterprise initiatives, responding to events, and improving user experience through exceptional customer service.

Responsibilities

Manages and leads a team of Technology Support Specialists.
Mentors the Technology Support Team on the enforcement of defined enterprise & security standards, policies, and procedures.
Collaborates with business units to define and maintain a Service Level Agreement (SLA) between the Technology Support Team and the Business Units
Defines and publishes metrics related to SLA and service quality.
Mentors and coaches the team of Technology Support Specialists on methodologies to consistently exceed defined SLA’s.
Owns the end-to-end lifecycle of New Hires, Terminations, and Account Changes including hardware procurement, inventory management, recovery, and refurbishment.
Owns the day-to-day vendor relationships with hardware, warehousing, recovery, and refurbishment partners.
Defines and manages the technology-related onboarding and offboarding processes, procedures, documentation, and live-sessions to support Human Resources with employee and contractor lifecycle.
Manages team performance conversations, coaches and counsels against team KPIs.
Collaborates with stakeholders to understand emerging business needs and opportunities.
Seeks to understand what system is required to do and what it should not do. Sets operational standards and resource usage “budgets”.
Builds strong relationships with business and technology partners.

Requirements

Exhibits deep comprehension of the devices, proprietary SaaS applications, and third-party SaaS applications implemented throughout the enterprise.
Experience using logic and reasoning to identify the strengths and weaknesses of alternative technical solutions, conclusions or approaches to problems, driving data-driven decisions.
Microsoft 365 Suite
Customer Support/Success Team Management
Customer Support/Success SLA’s and Metrics
Deep understanding and management of Enterprise ITSM platforms
Strong technical experience with, exposure to, and competency of a wide variety of enterprise systems and platforms.
Strong communication and collaboration skills, both verbal and written.
Demonstratable resource management experience
Consistent application of emotional intelligence to support service delivery, critical thinking, and problem solving.
Procurement and Inventory Management
Problem Solving
Bachelor’s Degree or equivalent applicable experience
5+ years of IT experience; at least 4 years within customer support and/or success roles

Nice to have

Exceptional Communication and Collaboration Skills including both thoughtful immediate acknowledgement of request and thorough close out of open issues
Strong internal customer management skills, able to navigate frustrated user interactions without emotion
Agile SAFe
NIST 800-53
Sarbanes-Oxley
Active Directory
Atlassian: Confluence and Jira
Change and Incident Management
Security Administration
Network Administration
End User Computing Administration
Virtual Desktop Administration