We have an exciting opportunity for a Customer Support Manager to join our growing Managed Services team. The Customer Support Manager will be responsible for leading our help desk and Network Operations Center (NOC) teams to provide excellent customer service and resolve all technical issues. The successful hire will have a strong technical background combined with superior customer service skills.

Some responsibilities include but are not limited to the following:

• Manage the help desk and NOC teams, ensuring timely and efficient problem resolution
• Contribute to improving customer support by actively responding to queries and handling escalations
• Triage between customer and vendors to assist in resolving issues
• Follow up with customers to identify areas of improvement
• Provide customer feedback to the appropriate internal teams
• Develop daily, weekly, and monthly reports on the team's productivity
• Make recommendations to improve operational efficiency and establish best practices
• Develop and refine problem resolution processes
• Set coverage and on-call schedules to ensure constant service coverage
• Recruit, train, mentor and support direct reports
• Evaluate performance and manage employee relations issues
• Maintain and update onboarding documentation and processes for new hires
• Review and approve employees' work hours
• Participate in external and internal meetings to provide technical expertise, as needed
• Work on miscellaneous IT projects, as required
• All other duties, as assigned

Skills:

• Self-starter, self-motivated and driven for success
• Maintains a high level of professionalism and a courteous demeanor
• Exceptional interpersonal skills as well as written and verbal communications skills
• Strong leadership and people management skills
• Solid negotiation and conflict management skills
• Exceptional customer relations skills to engage and service customers effectivelyand timely
• Effective critical thinking, analytical, and problem-solving skills
• Strong organizational, multi-tasking, detail-oriented, and time management skills
• Solid documentation skills
• Adaptability to changing priorities
• Ability to work well under pressure
• Positive teamwork skills
• Maintains a high level of confidentiality

Education and Experience:

• 5 years of experience in an IT or help desk environment with a Managed Services Provider
• 2 years of supervisory experience in a Customer Support Manager or similar role
• Bachelor's degree in Computer Science, Information Technology or relevant field
• Comprehensive knowledge of IT best practices and processes
• Strong technical background with an ability to give instructions to a non-technical audience
• Solid knowledge and proficiency with Microsoft Office products (Word, Excel, and PowerPoint), networks and systems, such as HP and Dell
• Industry Certifications preferred

Our Managed Services practice offers a full range of services, whether a client has an existing IT department that is looking to offload certain IT functions, or if a client needs a full-service IT department to manage it all, we have got them covered.