Technical Support Services Manager

2 months ago

Chelmsford, Massachusetts, United States ZOLL Resuscitation Full time

Job Summary

The Senior End User Services Specialist is a key member of the End User Services team in the ZOLL Resuscitation Global IT Technology Services organization. This role is responsible for providing comprehensive end user service support to internal customers, addressing technical issues, and improving the overall user experience.

Key Responsibilities

  • Provide timely and meaningful reporting to Supervisor, EUS
  • Prioritize and delegate work within the team to ensure high-level customer service
  • Deliver technical support for various hardware, software, identity, and access issues, maintaining user account security and management
  • Ensure optimal functioning of end user devices and peripherals through analysis, maintenance, repair, and configuration
  • Demonstrate strong communication and problem-solving skills to meet service delivery expectations and reporting to management
  • Collaborate with IT and Security teams for service restoration and root cause analysis
  • Analyze and make recommendations for hardware and software standardization to improve end user experience
  • Maintain technical ownership of support tickets, utilizing ZOLL's ITIL ticketing system for documentation and escalation
  • Manage user expectations with proactive communication, and maintain, analyze, and troubleshoot computer systems, servers, network equipment, and peripherals
  • Participate in project teams and create/update team documentation and procedures
  • Perform hands-on hardware support under the guidance of Infrastructure teams as needed
  • Ensure a safe work environment and comply with all Corporate, Global IT, Security, and Service Management policies, procedures, and directives
  • Recommend process changes as needed to improve service levels
  • Create/maintain support documentation and procedures
  • Provide support, guidance, and training to End User Service Analysts and Specialists
  • Stay current with information technology systems and industry trends
  • Provide evening and weekend support (off-hours support) as assigned, on a rotating basis
  • Some domestic and international travel may be required

Requirements

  • High School Diploma required; Degree in technical field preferred
  • 4+ years experience in a technical or related field
  • ITIL, CompTIA+, Microsoft, HDI certification preferred
  • Experience with ITSM tools like ServiceNow
  • Proficiency in managing and troubleshooting different operating systems (e.g., Windows, macOS, Linux)
  • Experience and knowledge of networking protocols and configurations (wired and wireless)
  • Experience in managing user accounts, including permissions and security settings
  • Proficiency in remote troubleshooting and support tools such as TeamViewer
  • Experience supporting enterprise-grade hardware as well as smart phones including iPhone, and Android models
  • Solid knowledge of basic IT security practices and protocols
  • Commitment to a training and development plan that involves passing certification exams

Skills and Abilities

  • Excellent customer service skills with the ability to convey technical information in user-friendly terms
  • Strong team collaboration skills to ensure effective End User Services operations
  • Proficient relationship, conflict management, and communication skills
  • Excellent problem-solving abilities
  • Capacity to handle multiple tasks simultaneously with a sense of urgency
  • Proactive and punctual with efficient multitasking capabilities
  • Solid planning and organizational skills

Travel Requirements

  • Some domestic and international travel may be required

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