Manager of Support Services
2 weeks ago
Leadership & Team Development:
o Manage and mentor support team of 6-10 and tier 2 support personnel, fostering expertise in Azure, M365, Infrastructure and Epicor related technologies promoting growth within the broader company
o Manage the key vendor relationships accountable for Tier 1 help desk and network support
o Develop team and third-party capabilities to meet future client demands through development, training, and recruitment strategies.
Client Engagement:
o Build and maintain strong client relationships by ensuring support team meets or exceeds KPI targets for SLA conformance and client satisfaction
o Participate in regular client meetings, communications and feedback sessions to ensure service excellence
o Engage directly with customers in support of escalated issues and pre-sales activities that involve the MSP and support functions of 2W tech
Support Oversight:
o Oversee T1, T2 support functions and alert incident resolution through management of staffing schedules and escalation process ownership
o Collaborate with all practice leaders to ensure transition of production technologies and tools to the support team and clients
o Drive partnership with support related teams/vendors both externally and internally ensure work is escalated to and from the support team with efficiency
o Act as a critical situation manager leading cross functional teams to resolve high severity escalations
Process Improvement:
o Drive process improvement by conducting root cause analysis to prevent incidents from recurring
o Own the development of knowledge and standard operating procedures for support team and tier 1 partner to drive efficiency
o Collaborate with engineering teams to ensure monitoring and alerts are tuned to appropriate thresholds
o Participate and drive projects that ensure clients meet company defined technology standards
Capability Planning:
o Evaluate and enhance team skills in alignment with the go-to-market plan
o Develop professional development programs to upskill team members
Performance Metrics:
o Establish and track key performance indicators to measure team success and effectiveness
o Drive a results-centered support team with goals that align to ongoing improvement
Qualifications:
· Bachelor's Degree in Business, Information Technology, Engineering, Computer Science or a related field
· 7+ years of experience leading service teams or projects in IT Operations, Managed or Professional Services
· Strong knowledge of M365, Azure and network infrastructure and familiarity with ERP solutions (Epicor a plus)
· Excellent leadership, communication, and interpersonal skills
· Track record of leading results and developing people in Technology B2B or Professional Services environment
Ability to work collaboratively in a fast-paced environment with a focus on innovation
What We Offer:
· Competitive salary and comprehensive benefits package
· Opportunities for professional development and continuous learning, including certifications and workshops.
· A dynamic work environment focused on innovation and client success across various industries.
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