Technical Support Manager

2 weeks ago

Washington, Washington, D.C., United States Peraton Full time
Job Title: Technical Support Manager

We are seeking a highly skilled Technical Support Manager to join our team at Peraton. As a Technical Support Manager, you will be responsible for overseeing the execution of customer agreements to install and support a high-profile government customer.

Responsibilities:
  • Oversee customer deliverables required for Installers, Imaging Team, Service Delivery Coordinators, and movers.
  • Responsible for maintaining Installations contractual Service Level Agreements (SLAs).
  • Ensure that communications to key stakeholders are provided in a concise and timely manner.
  • Oversee the processing of incoming tickets for the Installations Team via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.
  • Provide superior technical support and service to the customer base community.
  • Lead and develop the Installation Team, including hiring, professional development and dedicated project work.
  • Design, develop, and implement processes, systems, and technology to support and improve the technical support function, including workflow and ticket management.
  • Collaborate with cross-functional teams. Work directly with customer base on critical issues and assist with resolution when escalations are needed.
  • Assist with the oversight and development, implementation, and administration of the Installation Team staff training procedures and policies such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
  • Assist the Operations Manager with reports and presentations.
Qualifications:
  • Minimum twelve (12+) years experience in computer related experience and/or training.
  • U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust clearance.
  • Minimum seven (7+) years experience in leading technical teams for IT Delivery and Support.
  • Experience as a Technical Lead and/or Technical Manager.
  • Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, Android and iPhone, iPad devices.
  • Technical understanding of Mobile Device Management (MDM) practices and supporting toolsets such as Airwatch.
  • Technical understanding of Microsoft SCCM and Microsoft Deployment Toolkit (MDIT).

We are looking for a highly motivated and experienced Technical Support Manager to join our team at Peraton. If you have a strong background in technical support and leadership, we encourage you to apply for this exciting opportunity.

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