Support Manager

2 months ago

Houston, United States UnifiedCommunications.com Full time

UnifiedCommunications is looking for a seasoned Support Manager with extensive knowledge to lead, mentor, and elevate our team of support technicians/engineers. In this role you are expected to maintain a customer-first mentality while ensuring your team has the technical and inter-personal skills to deliver power solutions to our customers. This individual should be strategically minded with superb communication skills and extensive experience leading application support and support services. If this sounds like you, let’s chat


Reports To: VP of AV & Digital Solutions


UnifiedCommunications.com, a leader in A/V integration and collaborative technology solutions, is seeking a skilled Technical Services Manager to lead our support and technical services teams. The ideal candidate will manage daily support operations, provide technical guidance, and ensure customer satisfaction. Responsibilities include optimizing processes, driving improvements, and maintaining high standards of customer satisfaction within our cutting-edge technology environment. Join us to make a significant impact in an innovative and dynamic industry. 


Our Core Values

  • Leadership: Lead with transparency, integrity, courage, and heart.
  •  Innovation: Fuel next-gen solutions through curious experimentation.
  •  Knowledge: Achieve mastery via extreme learning and teaching.
  •  Excellence: Work passionately to build a beloved company.
  •  Relationship: Nurture amazing customer and partner relationships.
  •  Convenience: Make it radically simple to do business with us.


Responsibilities include but are not limited to:

·       Assessing the technical needs of staff and customers

·       Establishing and maintaining strong relationships across teams and with staff/customers

·       Measure service satisfaction levels

·       Managing and upholding the troubleshooting escalation process

·       Strong focus on developing, nurturing and increasing UC care services revenue.

·       Develop, focus and encourage pro-active support.

·       Measure department success by uptime of customer’s room/equipment.

·       Resolving system and application issues

·       Working with third parties to rectify issues

·       Identifying gaps in the support process and amending it accordingly

·       Developing training standards

·       Creating, storing, and managing content for training/Knowledge Base

·       Helping to create a quality-driven database of skills for all resources

·       Develop Partner and Manufacturer Technical Relationships

·       Developing successful training opportunities with Microsoft, manufacturers, and solutions providers

·       Ensuring that our technicians, contractors, and other workers maintain a high level of professionalism commensurate with our standards.

·       Responsible for effective communication with customers, including on-site visits when required or needed.

·       Identify and develop opportunities for continuous improvement of the products/services provided.

·       Regularly inspect/monitor work performed by staff and/or subcontractors.

·       Develop strategies to improve the efficiency and effectiveness of the technical support team.

·       Monitor Performance: Track and analyze performance metrics to meet or exceed performance targets.

·       Foster collaboration between departments such as projects, integration, engineering, and sales to gather and relay customer feedback and drive improvements.


Qualifications and Desired Skills:

·       Strong leadership skills

·       Killer relationship-building skills

·       Knowledge of enterprise business practices

·       Deep understanding of audiovisual (AV) systems and technology

·       Working knowledge of IT and networking

·       Excellent organizational skills

·       Creative thinking for sophisticated solution design and issue resolution

·       Passion and natural drive to play with and understand technology—UC, headsets, Microsoft Teams/Skype for Business, A/V, meeting space technologies, cloud services, network architecture, gateways, SBA’s and SBCs, integration services, managed services, and other communications and collaboration technologies

·       Excellent, proven interpersonal, written, and verbal communication skills.

·       Ability to multi-task, problem solve and think on own feet.

·       Being enthusiastic, able to motivate a team to achieve results

·       Travel Required (up to 25%)

 

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