Technical Support Director

4 days ago

Eden Prairie, Minnesota, United States MRA - The Management Association Full time

Job Summary

As a Technical Support Director at MRA - The Management Association, you will oversee the day-to-day activity of Technical Support personnel and service vendors. This role requires strong technical skills around data management, excellent communication skills, and a solid foundation in business application development.

Key Responsibilities

  • Manage day-to-day operations of the Technical Support team responsible for the uptime and operational continuity of RCC kiosks and all deployed client-facing payment hardware or solutions.
  • Manage systems of records for internal/external systems used to ensure appropriate record-keeping and workflows are maintained.
  • Establish and maintain working relationships with 3rd party vendors supporting RCC technical services.
  • Anticipate and identify risks/issues with the delivery of vendor services to prevent problems or failures.
  • Ensure internal operating databases are accurately maintained.
  • Establish, improve, and maintain processes to accurately track vendor performance and your team's performance in the delivery of services to both internal and external customers.
  • Hold weekly and quarterly status meetings with all key vendor performance, both positive and negative results are addressed in a timely manner.
  • Leadership and management across departments to ensure the Technical Support team is actively advancing the goals of the organization.
  • Create and manage Technical Support team and vendor contributors to reach or exceed SLA targets.
  • Be a contributing member of the Operations Management Team and an active participant in department initiatives.
  • Recruit, hire, evaluate performance, and propose modifications within your team if needed to meet Technical Support demands or to complete projects.

Requirements

  • 10 years operations experience required supporting FinTech, remote device monitoring/repair, and vendor management.
  • Previous leadership in a technical help desk environment preferred.
  • Strong technical skills around data management.
  • Excellent communication (both verbal and written) skills.
  • Solid foundation in business application development.
  • Ability to develop formal business documents following established documentation/presentation software packages.

About MRA - The Management Association

MRA - The Management Association is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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