Service Support Manager - Charlotte Corp, NC, United States - Flexential

Description

Job Description:
Service support managers are the drivers of an excellent customer experience by driving strategies to help reduce customer down time, timely communications, and developing expert staff.
Key Responsibilities and Essential Job Functions

Support

• Day to day management of resource planning to meet service level objectives, and other agreed upon goals
• Track and report on performance of service delivery
• Draft and maintain department policies, process, and procedures
• Provide analyze, and trend data to identify and resolve customer and internal issues
• Develop monthly, goals and action plans for improvement
• Track budget for employee equipment
• Monthly review of OT and PTO

Leadership/Engagement

• Mentor, coach, and inspire supervisor and staff to help develop professional and technical skills
• Communicate changes consistently and creating a feedback loop to ensure changes are understood and being followed
• Manage and track team projects and objectives (Own the Outcome)
• Conduct regular 1x1 conversations with direct reports
• Monthly review maintenance, changes, Major Cases, Major Incidents with supervisors for any learning/coaching opportunities
• Annual performance evaluations

Hiring/Onboarding

• Work with local schools and our talent acquisition to build a funnel of potential candidates
• Interview candidates
• Negotiate with candidates
• Coordinate the candidates onboarding
• Collaborate
• If needed, work with other internal departments and vendors as the customer liaison to drive continual improvements to products, process or procedures
• Conflict resolution, internal and external.
• Work with the Product and service transition teams to have a deep understanding of the products and services, and potential improvement opportunities
• Works with account teams to make sure that customer get the products and services they are expecting.
• Educate the customer on products and services to help set customer expectations
• Assist coordination of resources to follow up with customer regarding the Root Cause Analysis.
• Work with other Team managers to develop standards of staff effectiveness and performance

Team Building

• Plan and Coordinate team building events
• Inject fun into the day to day
• Coordinate Lunch and learn sessions

Required Qualifications

• 5+ years' experience in
  • 24/7 IT support environment
  • Quality control
  • Staffing
  • Delegation
  • Performance management
  • Team building
  • Giving feedback/ coaching employees
• Strong communication and documentation skills
• The ability to foresee the impact of changes to the environment (change planning / management)
• The ability to manage multiple projects and take initiative to reach the goals outlined by management
• Being comfortable working both alone and with teams
• Strong ability to resolve conflict and build towards a resolution
• Is able to anticipate potential issues and mitigate risk in a timely fashion.
• High-energy individual with a positive attitude and good teamwork.
• Self-directed, self-motivated and accomplishment-oriented - possesses the drive and determination to succeed.
• Curiosity to understand root cause and the ability to think both creatively and pragmatically - a true problem solver.

Preferred Qualifications

• ITIL Foundations Certified, and 3+ years of experience using ITIL in a support organization
• Experience leading small to medium projects
• Demonstrates ability to influence and inspire other to be their best
• Demonstrates the ability multi task and prioritize work in a high paced environment
• Some experience coordinating team building events
• Retail or customer service background

Physical Requirements

• Ability to sit for extended periods of time
• Advanced keyboard usage
• Travel 25% of the time

Base Pay Range

• Annualized salary range offered for this position is estimated to be $89,400 - $96,000. However, the actual pay range depends on each candidate's experience, location, and qualifications.

Benefits of working at Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
  • Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program Benefits are subject to change at the Company's discretion.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)
Other:_________________

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