Support Services Manager - Irvine, United States - Redwitz Inc

Description

Description
We are a Cloud & Managed Service Provider. By utilizing key partnerships, we combine skills, experience, and knowledge to provide our services.

With over 25 years in operation, we have a robust service offering including Managed IT Services, Cybersecurity Services, IT Consulting Services, Cloud Services, Business Continuity, and Professional Services, just to name a few.

We are seeking an experienced and motivated individual to join our team as a Support Services Manager.

As the Support Services Manager, you will play a pivotal role in leading our support teams to provide exceptional technical assistance and customer service.

This position requires a balance of leadership skills, technical expertise, and a commitment to delivering top-notch support.


Pay Range:

- $95,000 - $115,000 per year


Essential Functions:

• Implement operational best practices and KPIs to ensure a high quality of service delivery.
• Draft and send key performance results to the executive management team.
• Manage staffing resources efficiently to achieve servicelevel agreements for all interaction channels.
• Encourage staff development through identifying training needs and providing coaching and mentoring where needed.
• Write and conduct annual performance evaluations for direct reports; review all annual performance evaluations, action plans, and disciplinary memos written by Support Services supervisory staff.
• Ensure compliance with internal policies, procedures, and federal regulations.
• Develop and maintain positive, interdependent relationships with other departments and managers.
• Provide leadership and guidance to supervisors and employees, maintain ongoing twoway communications, and promote professionalism, teamwork, and outstanding customer service.
• Hire, develop, train, and promote highperforming individuals.
• Counsel and separate employees as needed.
• Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
• Act as a further escalation point for unresolved or escalated requests.
• Occasional travel may be required.
• Assist with management of daytoday technical operation.
• Ensure successful onboarding and offboarding of all employees.
• Investigate and troubleshoot widespread system issues.
• Monitor and respond to Support Services channels, services boards, and alerts.
• Adheres to established support and security procedures.
• Lead team meetings and technical discussions within the Support Services team.
• Suggest process improvements.
• Train new hires in performing technical and support duties.
• Provides training, guidance, and coach team members.
• Assist with internal ticket escalations from less experienced Team Members
• Quality monitoring on Support Services tickets to ensure quality control and assist with establishing Support Services policies and procedures.
• Draft, review, and revise knowledge articles and standard operating procedures.
• Occasional travel may be required.

Qualifications:

• Bachelor's degree (preferred) and 7 years relevant managerial experience in a large, challenging managed services environment.
• Ability to demonstrate influence in leading a support desk that provides a world class customer experience.
• Superior communication skills. Ability to understand and translate complex reports, business correspondence, and procedure manuals.
• Proven track record managing and scaling customer focused support desks.
• Understands metrics that drive support desk performance.
• Understands the nuances of managing a virtual workforce.
• Able to collaborate and work across multiple internal functions to ensure that the service level objectives are achieved for all groups.
• Must possess a handson approach and management style.
• Ability to articulate expectations and hold supervisors and employees accountable.
• Effective negotiation skills.
• Proficient with Outlook, Teams, and other Microsoft office software.