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IT Support Operations Leader
2 months ago
El **Gerente de Soporte Técnico** supervisa y evalúa el rendimiento de un equipo de soporte, garantizando un servicio al cliente oportuno y preciso.
Valores Centrales de Amentum:
Seguridad – La base de todo lo que hacemos.
Trabajo en equipo – Liderando con confianza, comunicación abierta y colaboración.
Calidad – Esforzándonos por superar las expectativas.
Responsabilidad – Cada uno de nosotros tiene la responsabilidad de contribuir y ser accountable.
RESPONSABILIDADES PRINCIPALES:
Gestionar el equipo de soporte y evaluar su rendimiento.
Asegurar que el servicio al cliente sea oportuno y preciso diariamente.
Contratar, capacitar y apoyar a los representantes y técnicos de soporte.
Establecer estándares específicos de servicio al cliente.
Contribuir a la mejora del soporte al cliente respondiendo activamente a consultas y manejando quejas.
Establecer las mejores prácticas a lo largo de todo el proceso de soporte técnico.
Realizar seguimientos con los clientes para identificar áreas de mejora.
Desarrollar informes diarios, semanales y mensuales sobre la productividad del equipo de soporte.
Proporcionar retroalimentación de los clientes a los equipos internos apropiados.
Comunicar cambios o interrupciones de servicio a través de correos electrónicos y comunicaciones a nivel de la organización.
Responsable de desarrollar informes sobre la productividad del equipo.
Mantener una actitud orientada a la solución de problemas para asegurar un soporte técnico de alta calidad y mejorar la satisfacción del cliente.
Otras tareas según se asignen.
REQUISITOS DE EDUCACIÓN/EXPERIENCIA:
Título universitario en informática, tecnología de la información o campo relevante. La experiencia puede ser considerada en lugar de la educación.
Mínimo de 5 años de experiencia relevante/supervisoria.
Licencia de conducir válida requerida.
Requisitos adicionales:
No se requiere autorización de seguridad, pero el contrato y/o el sitio requieren ciudadanía estadounidense para ser aprobados para el acceso: Debe poder obtener y mantener credenciales/autorización de instalación.
HABILIDADES Y CAPACIDADES REQUERIDAS:
Experiencia comprobada como Gerente de Soporte Técnico.
Experiencia práctica con software de soporte y control remoto.
Fondo técnico sólido con la capacidad de dar instrucciones a una audiencia no técnica.
Orientación al cliente con una actitud de resolución de problemas.
Excelentes habilidades de comunicación escrita y verbal.
Habilidades de gestión de equipos.
REQUISITOS FÍSICOS ESENCIALES:
De acuerdo con los requisitos de evaluación de aptitud para el trabajo.
Actividades Físicas:
Sedentario:
El trabajo implica ejercer hasta 10 libras de fuerza ocasionalmente o una cantidad negligible de fuerza frecuentemente para levantar, cargar, empujar, tirar o mover objetos, incluyendo el cuerpo humano.
El trabajo sedentario implica estar sentado la mayor parte del tiempo, pero puede involucrar caminar o estar de pie por breves períodos.Los trabajos pueden definirse como sedentarios cuando caminar y estar de pie son requeridos solo ocasionalmente, y se cumplen todos los demás criterios sedentarios.
REQUISITOS DE CERTIFICACIONES O LICENCIAS:
No se requiere certificación profesional.
RESPONSABILIDADES SUPERVISORAS:
Este puesto proporciona supervisión directa/indirecta al personal del departamento bajo su cargo.
Amentum se enorgullece de ser un empleador que ofrece igualdad de oportunidades.
Nuestras prácticas de contratación brindan igualdad de oportunidades para el empleo sin distinción de raza, religión, color, sexo, género, origen nacional, edad, estatus de veterano militar de los Estados Unidos, ascendencia, orientación sexual, estado civil, estructura familiar, condición médica, incluyendo características o información genética, estatus de veterano, o discapacidad mental o física siempre que se puedan realizar las funciones esenciales del trabajo con o sin acomodaciones razonables, o cualquier otra categoría protegida bajo la ley federal, estatal o local.
