Technical Support Operations Manager
2 weeks ago
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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