The Manager Technology Support Services will be responsible for managing and leading a team of technical support professionals who provide end-user support services to associates at our Mobile, AL and St. Louis, MO locations.
Due to this position's requirements, the manager must work onsite 4 days a week at our Mobile, AL facility with monthly travel to our St.
Louis, MO facility (2 to 3 days at a time).
Key Responsibilities :
- Manage and lead a team of technical support professionals who provide end-user support services to associates at the Mobile and St. Louis locations.
- Develop and implement policies and procedures for end-user support services.
- Ensure that all end-user support services are delivered per established service level agreements (SLAs).
- Develop and maintain relationships with key stakeholders across the organization.
- Manage vendor relationships related to end-user support services.
- Develop and maintain metrics to measure the effectiveness of end-user support services.
- Provide regular reports on the performance of end-user support services to senior management.
- Responsible for End User Device procurement and distribution across the enterprise.
Qualifications :
- Bachelor’s degree in Computer Science or related field or equivalent work experience.
- 5+ years of experience managing technical support teams.
- Excellent customer service skills.
- Experience managing end-user support services in a corporate environment.
- Understanding and application of service management methodologies.
- Understanding of current technologies and best practices in the information technology industry.
- Positive team attitude with ability and desire to help the team continually improve.
- Strong leadership skills.
- Excellent communication skills.
- Monthly travel required.
LI-JC1
LI-Hybrid
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family.
All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
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