Technical Support Operations Leader

2 weeks ago


Little Rock Arkansas, United States Genesis Datacom Full time
Company Overview
Genesis Datacom is a prominent provider of information technology and services, focusing on networking and communication solutions.

Position Summary
We are seeking a Technical Support Operations Leader to oversee the daily functions of our support department.

Key Responsibilities
  • Supervise the Technical Support team, including recruitment, training, and performance assessments.
  • Establish and enforce best practices and standard operating procedures for the support department.
  • Ensure timely assignment and resolution of incoming support requests.
  • Evaluate the efficiency and effectiveness of the support team.
  • Work collaboratively with other departments to facilitate smooth communication and problem-solving.
  • Identify and propose enhancements to improve the overall customer experience.
  • Provide technical assistance and troubleshooting support as needed.

Qualifications
  • Bachelor's degree in information technology or a related discipline.
  • A minimum of 5 years of experience in a technical support or help desk role.
  • Demonstrated experience in managing a technical support team.
  • Strong technical expertise in networking, operating systems, and software applications.
  • Exceptional communication and interpersonal skills.
  • Ability to perform well under pressure and manage multiple priorities.
  • Strong analytical and decision-making skills.
  • A customer-focused approach with a dedication to delivering outstanding service.

Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Family Leave (Maternity, Paternity)
  • Wellness Resources
  • Stock Option Plan


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