Technical Support Operations Manager

2 weeks ago


Elkridge, Maryland, United States Thrive Full time
Job Overview

About Thrive

Thrive is a forward-thinking technology solutions provider specializing in Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our unique corporate culture, skilled engineering team, customer-focused philosophy, and commitment to NextGen services distinguish us in the industry. We seek individuals who aspire to cultivate valuable skills that fuel their passion and foster a fulfilling career.

Position Summary

The Service Delivery Manager will oversee our technical support teams, ensuring exceptional customer service and effective resolution of technical challenges. The ideal candidate will possess a robust technical background complemented by strong customer service skills. A proactive problem-solving mindset and the ability to inspire an engineering team towards achieving specific objectives are crucial for success in this role. Ultimately, the goal is to guarantee high-quality technical support and enhance client satisfaction.

Key Responsibilities:

  • Inspire and mentor team members to meet departmental objectives and deliver outstanding customer service.
  • Lead the regional managed services team, focusing on customer service, technical support, and professional development.
  • Ensure the managed services team operates efficiently and effectively towards departmental goals.
  • Guarantee that the managed services team fulfills or surpasses all service level agreements across various management processes.
  • Conduct annual performance evaluations for all direct reports within the managed services team.
  • Maintain adherence to procedural requirements related to prioritization, communication, documentation, and escalations.
  • Continuously implement best practices throughout the technical support process.
  • Engage with customers to identify improvement areas and relay feedback to relevant internal teams and management.
  • Serve as the escalation point for managed services, customer service, and technical issues.
  • Adapt to shifting priorities and balance responsibilities in a dynamic environment.
  • Perform additional duties as required.

Qualifications:

  • Bachelor's Degree in Information Technology or a related field preferred, or an equivalent combination of education and relevant experience.
  • 3-5 years of managerial experience; experience in call centers or managed services is preferred.
  • Expertise in MSP products relevant to Thrive's service offerings.
  • Experience in managing complex projects, clients, partners, and organizations.
  • ITIL certification and practical experience preferred.
  • Demonstrated experience in managing remote teams and large groups.
  • Excellent written and verbal communication skills.

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