Technical Support Manager

Post and Courier

POSITION DESCRIPTION:  Manages all aspects of the Service Desk, including daily operations, staff management, scheduling, staff development, team building, change management, and process development.  This is a technical position with on call responsibilities.  Manages a group of 5 to 7.

 

RESPONSIBILITIES:  Tasked with day-to-day Service Desk management and workflow.   In addition, this role performs the following duties.  Computer or software consultations with users; documentation, analysis, and testing of computer systems, change and configuration management, follows problem escalation procedures, can operate as a single point of contact (SPOC) for specific clients, and provides, as necessary, service level agreements (SLA).  This position also tracks all incoming problems and their resolution.

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.  Determine root cause of issues and communicate appropriately to internal and external customers.
    Manage the overall desk activities, including the Analysts (Both Support and System)
    Act as a further escalation point for the Analysts
    Take on a wider customer service role
    Report to senior managers on any issue that could significantly impact EPI365 or a client
    Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of events.
    Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
    Acting as an escalation point where difficult or controversial calls are received
    Representing the Service Desk at meetings
    Arranging staff training and awareness sessions
    Liaising with senior management
    Coordinating with internal groups, such as Networks and Project Management
    Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
    Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
    Producing statistics and management reports
    Other duties as assigned by management

Requirements, minimum education level, and experience:

  • Bachelor’s Degree (four-year College or technical school) preferred, Field of Study: Computer Science, Computer Software or related field.
    5 plus years of experience in Information Technology, technical support management role or related experience.

Knowledge, Skills and Abilities:

  • Thrive in a fast-paced, growth environment
    Knowledge of troubleshooting in a diverse support environment
    Communicate clearly and concisely, both written and verbal, to a variety of audiences
    Ability to gather, analyze and interpret data; and identify, define and resolve problems
    Ability to articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, balancing business needs and customer expectations
    Ability to work with customers and co-workers in time-sensitive, high stress environments.
    Ability to multi-task
    Excellent written communication and interpersonal skills
    Remains cool under pressure
    Proactive and highly organized approach to work
    Work independently to provide phone and field support for all technical support issues

Physical Requirements:

  • Regularly required to sit for long periods of time; close eye work on computer screen; required to stand, walk, reach with hands and arms, bend and stoop.
  • Regularly work in physically demanding environments that may involve heavy lifting, working in tight or confined spaces, and working for long hours.

EOE

Employment Application

An Equal Opportunity Employer
To The Applicant: Federal and State law prohibits discrimination in employment practices because of race, color, religion, sex, sexual orientation, citizenship status, age, national origin, genetic information, physical or mental disability, past, present, or future status in the uniformed services of the United States, or any other characteristic protected under applicable federal, state or local law (“Protected Characteristics”). No question on this application is asked for the purpose of limiting or excluding any applicant’s consideration for employment on the basis of any of the above. We appreciate your interest in the Company and we are sincerely interested in your qualifications. Please be advised that all employees at the Company must undergo a drug screen and criminal record check prior to beginning employment.

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