Associate Manager, Technology Support

Why join us?

Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

The Associate Manager, Technology Support is responsible for overseeing a team of Level 1 and Level 2 technicians, including Associate Technology Support Representatives, Technology Support Representative, and Senior Technology Support Representatives. This role ensures the delivery of exceptional IT support by managing day-to-day operations, creating schedules, monitoring performance metrics, and fostering a culture of collaboration and continuous improvement.

Key Responsibilities:

• Team Management and Leadership:
• Lead and manage a team of technology support professionals, providing guidance, support, and mentorship to drive individual and team success.
• Create and manage work schedules to ensure adequate coverage for all shifts, balancing workload across the team.
• Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth.
• Operational Oversight:
• Monitor support operations performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met.
• Analyze call and ticket drivers to identify trends, recurring issues, and areas for improvement. Collaborate with IT teams to address root causes.
• Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Participate in a one week on call rotation for critical incidents once every other month.
• Communication and Collaboration:
• Host regular team meetings to share updates, discuss goals, and address challenges.
• Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding.
• Act as a liaison between the support teams and other IT departments, facilitating collaboration and knowledge sharing.
• Process Improvement:
• Identify opportunities to improve support processes, tools, and workflows to enhance efficiency and user experience.
• Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base.
• Participate in IT projects and change management processes, representing the service desk perspective.
• Team Development:
• Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed.
• Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning.
  

Essential Skills and Experience:

• Strong leadership and people management skills, with experience supervising or leading teams in a technical support environment.
• Excellent organizational and time-management abilities, with a focus on managing schedules and balancing team workloads.
• Proficiency in analyzing performance metrics, identifying trends, and implementing solutions to improve results.
• Advanced knowledge of IT support processes, tools, and best practices, including incident and problem management.
• Strong communication and interpersonal skills, with the ability to build relationships with team members, peers, and stakeholders.
• Ability to effectively handle escalations and guide the team through challenging situations.
  
  

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.