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Technical Operations Manager

4 weeks ago

Fort Lauderdale, Florida, United States StaffChase Full time
Job Title: Technical Operations Manager

Job Location: Tamarac, FL

Key Responsibilities:

Manage call center best practices to ensure efficient operations.

Recognize areas for improvement and develop action plans to present to management.

Manage the Tech Support team's work and on-call schedules and rotations.

Approve hourly employee timesheets.

Coordinate and facilitate customer service training for Technical Support team.

Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.

Document workflow and work procedures; establish and monitor department KPI's.

Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.

Coordinate with Management and Project Management on bug fixes and testing.

Troubleshoot technical support issues which may range from networking, computer hardware, and computer software.

Act as an escalation point for other Tech Support members on all issues before escalating issues (internet, power, electrical, and operator error issues) to management.

Provide end-user training on system functions via the internet and classroom.

Serve as backup to on-call members.

Other duties as assigned.