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    Solutions Support Engineering Manager - Dallas, United States - Akkodis

    Akkodis
    Akkodis Dallas, United States

    2 weeks ago

    Akkodis background
    Technology / Internet
    Description

    Title: Solutions Support Engineering Manager

    Position: Full time

    Location: Houston or Dallas, Texas

    Base Salary: $100-110K

    The IT Solutions Support Engineering Manager leads the Solutions Support Engineering team. Our Solutions Support Engineering Manager is responsible for overseeing day to day performance of that team, handling escalated client requests, load balancing, and working with other Managers to meet SLA requirements. Excellent communication, customer service, attention to detail, and a positive can-do attitude are crucial.

    Responsibilities

    • Manage Service Tickets assigned to the Solutions Engineering team
    • Provide technical guidance for the remediation of technical issues
    • Prioritization of our Support Engineers' schedules
    • Act as the customer facing point of contact to our clients for escalated service requests
    • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
    • QA completed tickets for sound troubleshooting and correct grammar etc
    • Coach Engineers on daily interactions and long term goals
    • Reliably fulfill daily and monthly tasks
    • Service delivery KPI reporting and management
    • Validation for labor billed to blocks of time
    • Identify updates, security bulletins, and other items that affect the products we support – plan and execute the remediation strategy
    • Review and manage ticket and customer trends
    • Attend customer meetings via Zoom for some major account reviews or escalated problem accounts
    • Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
    • Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
    • Other duties as assigned by management.

    Job-Related Dimensions

    • Ability to plan, organize, and multi-task in a fast-paced environment.
    • Demonstrate confidence with a high degree of professionalism.
    • Very strong attention to detail and problem-solving skills are essential.
    • Takes ownership of job responsibilities with personal pride and accountability.
    • Very prompt, hardworking, and loves what they do.
    • Ability to work independently with little supervision required.
    • Ability to remain calm while working under pressure in a busy environment.
    • Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
    • Excellent ability to multi-task, prioritize, and problem-solve in a busy, fast-paced environment.
    • Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.
    • Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
    • Excellent time, leadership, and management skills.
    • Excellent written and verbal communication skills.
    • Strong professionalism, organizational, and planning skills.
    • Regular and reliable attendance.

    Qualifications

    • High School Diploma or GED
    • 5+ years of IT Support experience
    • 5+ years' Personnel management experience
    • Experience with design, implementation, and management of WAN and LAN connectivity, routers, firewalls, and security
    • Interpersonal skills: such as telephony skills, communication skills, active
    • Understanding of support tools, techniques, and how technology is used to provide IT services
    • Typing skills to ensure quick and accurate entry of service request details, minimum 40 WPM

    Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

    • The Company will consider qualified applicants with arrest and conviction records.
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