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Support Services Manager

3 months ago

Irvine, United States Redwitz Inc Full time

**Description**

We are a Cloud & Managed Service Provider. By utilizing key partnerships, we combine skills, experience, and knowledge to provide our services. With over 25 years in operation, we have a robust service offering including Managed IT Services, Cybersecurity Services, IT Consulting Services, Cloud Services, Business Continuity, and Professional Services, just to name a few.

We are seeking an experienced and motivated individual to join our team as a Support Services Manager. As the Support Services Manager, you will play a pivotal role in leading our support teams to provide exceptional technical assistance and customer service. This position requires a balance of leadership skills, technical expertise, and a commitment to delivering top-notch support.

**Pay Range**:

- $95,000 - $115,000 per year

**Essential Functions**:

- Implement operational best practices and KPIs to ensure a high quality of service delivery.
- Draft and send key performance results to the executive management team.
- Manage staffing resources efficiently to achieve service-level agreements for all interaction channels.
- Encourage staff development through identifying training needs and providing coaching and mentoring where needed.
- Write and conduct annual performance evaluations for direct reports; review all annual performance evaluations, action plans, and disciplinary memos written by Support Services supervisory staff.
- Ensure compliance with internal policies, procedures, and federal regulations.
- Develop and maintain positive, interdependent relationships with other departments and managers.
- Provide leadership and guidance to supervisors and employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding customer service.
- Hire, develop, train, and promote high-performing individuals.
- Counsel and separate employees as needed.
- Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
- Act as a further escalation point for unresolved or escalated requests.
- Occasional travel may be required.
- Assist with management of day-to-day technical operation.
- Ensure successful onboarding and offboarding of all employees.
- Investigate and troubleshoot widespread system issues.
- Monitor and respond to Support Services channels, services boards, and alerts.
- Adheres to established support and security procedures.
- Lead team meetings and technical discussions within the Support Services team.
- Suggest process improvements.
- Train new hires in performing technical and support duties.
- Provides training, guidance, and coach team members.
- Assist with internal ticket escalations from less experienced Team Members
- Quality monitoring on Support Services tickets to ensure quality control and assist with establishing Support Services policies and procedures.
- Draft, review, and revise knowledge articles and standard operating procedures.
- Occasional travel may be required.

**Qualifications**:

- Bachelor’s degree (preferred) and 5 - 7 years relevant managerial experience in a large, challenging managed services environment.
- Ability to demonstrate influence in leading a support desk that provides a world class customer experience.
- Superior communication skills. Ability to understand and translate complex reports, business correspondence, and procedure manuals.
- Proven track record managing and scaling customer focused support desks.
- Understands metrics that drive support desk performance.
- Understands the nuances of managing a virtual workforce.
- Able to collaborate and work across multiple internal functions to ensure that the service level objectives are achieved for all groups.
- Must possess a hands-on approach and management style.
- Ability to articulate expectations and hold supervisors and employees accountable.
- Effective negotiation skills.
- Proficient with Outlook, Teams, and other Microsoft office software.