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- Employee Assistance Program
Service Support Manager NC - Charlotte, 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.
SupportDay 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/EngagementMentor, 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/OnboardingWork 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 BuildingPlan and Coordinate team building events
Inject fun into the day to day
Coordinate Lunch and learn sessions
Required Qualifications 5+ years' experience in24/7 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 QualificationsITIL 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 RangeAnnualized 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 FlexentialMedical, 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
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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