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Technical Support Operations Manager

2 months ago

Bethesda, Maryland, United States Forrest Solutions Full time

Job Title: Technical Support Operations Manager

About Forrest Solutions:

Forrest Solutions is an innovative organization dedicated to delivering outstanding IT assistance and cutting-edge solutions. We prioritize creating a collaborative and vibrant workplace where our team members can excel and develop their skills.

Position Overview:

The Technical Support Operations Manager at Forrest Solutions plays a crucial role in providing exceptional technical assistance and customer service to our staff, clients, and partners. You will oversee a team of up to 20 professionals across various client locations, enhancing client satisfaction through effective leadership and superior service. Reporting to the Director of Client Relations or the Vice President of Client Relations, you will manage daily client operations, establish and meet performance targets, and ensure operational excellence.

Why Consider Joining Us?

  • Innovative Atmosphere: Engage with the latest technologies and contribute to the evolution of IT support.
  • Career Advancement: We are committed to your professional development and career progression.
  • Team-Oriented Culture: Collaborate with a diverse group that appreciates your insights and expertise.
  • Attractive Compensation: Benefit from a competitive salary and a comprehensive benefits package.

Core Responsibilities:

  • Client Relationship Development: Cultivate and sustain robust client relationships, ensuring their requirements are addressed with tailored solutions.
  • Technical Oversight: Supervise IT help desk performance metrics, enforce operational standards, and provide technical direction to your team.
  • Leadership and Management: Guide and nurture a high-performing team, oversee daily operations, and ensure adherence to service level agreements.
  • Client Satisfaction Monitoring: Conduct satisfaction assessments, proactively resolve issues, and maintain elevated customer satisfaction levels.
  • Innovation and Enhancement: Implement best practices, introduce innovative services, and initiate cost-saving measures to boost client value.
  • Compliance and Development: Ensure adherence to contractual obligations and advocate for diversity, equity, and inclusion initiatives within the organization.

Required Qualifications:

  • Education: A bachelor's degree is required; a graduate degree is preferred.
  • Experience: A minimum of 3 years in IT Help Desk Management, ideally in a high-performance service environment.
  • Leadership Skills: Demonstrated ability to manage client relationships and lead a team effectively.
  • Technical Proficiency: Strong technical knowledge, preferably in the legal sector, with experience in Windows desktop/laptop support, software installations, and troubleshooting.
  • Interpersonal Skills: Excellent communication, problem-solving, and customer service abilities.

Physical Demands:

  • Ability to perform tasks that involve standing, sitting, bending, and fine motor skills.
  • Occasional travel may be required.

Join Forrest Solutions and become part of a team that values innovation, client satisfaction, and professional development.