IT Customer Experience Manager

Overview

Year after year, Kaman delivers technical breakthroughs and innovative solutions for our customers. We do this by acquiring new technologies, expanding facilities, developing R&D capabilities and investing in our employees.

As technology advances and industry shifts, Kaman will always be a place where people can come together and make a difference.

Invested in our future together.

At Kaman Corporation, the IT Customer Experience Manager is a working manager who leads the IT Customer Experience team while managing & supporting the day-to-day operations of IT client device, mobility, and service activity.

This position reports directly to the Sr. Manager IT Vendor & Asset Management.

Essential Duties and Responsibilities

• Manage staff and day-to-day operations of IT client device, mobility, and service activity.
• Provide exceptional support experience while demonstrating end-to-end ownership of care for our customers and colleagues
• Develop and manage short-term and long-term customer support strategies
• Serve as Tier 3 escalation point for all IT customer relations related matters
• Respond to real time customer requests for support within the Customer Relations space
• Champion ongoing continuous improvement efforts within the team
• Provide leadership relevant analytics in support of strategic support initiatives, request & incident volume, and staff performance.
• Maintain and publish performance reports specific to customer responsiveness, ticket volumes, avg. time to resolution, etc.
• Work directly with business stakeholders to ensure quality and timeliness of support as well as addressing support concerns
• Support Senior Manager IT Vendor & Asset Mgt in strategic relationship with Corporate and Business teams
• Create process and drive execution in the areas of IT customer relations, client device break / fix, problem escalation and resolution
• Ensure accuracy and accessibility of IT client device and ticket data in our systems
• Manage response to after hours, VIP, and P1 / P2 call events relevant to the activities of the Customer Experience team.
• Ensure effective cross-team collaboration with other IT groups including warm hand off, organizing problem resolution meetings, and follow-up to ensure customer issue resolution
• Lead role in Client Device value stream efforts during merger, acquisition, and divestiture activity
• Maintain high level of inter-team cooperation and support with other IT teams, domestic and international, and business stakeholders
• Perform staff management duties including budgeting and financial management, hiring, scheduling and supervising employees.

Qualifications

REQUIRED SKILLS

• Proven ability to work both independently with little supervision, as well as part of a team.
• Excellent writing and oral presentation skills as well as time management skills
• High level of competency in the use of ServiceNow data reporting activities
• Comfortable with conflict and adept at problem resolution
• Proven experience communicating and collaborating effectively across multiple corporate entities, both in the and Internationally in support of overall corporate goals
• Ability to manage small teams and collaborate cross-functionally.
• Possess strong understanding of the role IT plays in support of client related business activity and customer support function.
• Excellent work prioritization skills in support of multiple competing requirements
• Managing a mixed team of local and remote direct reports
• Strong technical acumen in the areas of client hardware devices, operating systems, client interfacing applications, and break / fix activity

EXPERIENCE

8+ years IT management, including supervisory experience

EDUCATION

Bachelor’s degree or equivalent business experience

OTHER REQUIREMENTS

Because of the critical nature of support needs, this individual may be required to work on weekends and / or evenings and must be available to respond to "calls" and respond within one hour of notification and connect remotely or respond in person.

This may include occasions when out-of-town travel is required on relatively short notice.