Technical Support Manager

Company: Tiger Correctional Services
Location: Jonesboro
Posted on: April 10, 2021

Job Description:

POSITION PURPOSETo oversee, train, and develop the Technical Support, Quality Assurance/Testing, and the System Administrator teams. Provide premier customer service to external & internal end users. Own the Company Security and Disaster Recovery policies and be responsible for the results of the Technical Support Team. JOB DUTIESTechnical SupportProvide oversight and set direction for the Technical Support teamAnalyzes & recommends enhancements for the Company computer systemsResponsible for keeping up with new hardware & software enhancements in IT & implementing as neededWorks with the Quality Assurance/Testing Team to review & test Company programs to meet customer specificationsReviews completed projects or programs to ensure compatibility with existing programsEvaluates the workload & capacity of the computer system to determine feasibility of expanding/enhancing computer operationsTravel, on occasion, for installs, technical site reviews, etc.Customer ServiceProvides daily oversight to the Customer Service teamCreates, oversees, and monitors the customer service metrics of the Technical Support Team.Follows-up and responds to customer service complaints & keeps customer informed of resolution progressAssists internal & external customers with questions and problems related to hardware, Tiger Software and Microsoft programsEnsures all customer contacts, including resolution and future actions, are properly documented in CRM toolMonitor customer service complaints for trends and continued problems. Recommends and implements customer service improvements LeadershipDevelops goals, strategic direction, and SLAs (Service Level Agreement) for the Technical Support Team and monitor progressDevelops goals and strategic direction for the System Administrator roleSecurityDisaster Recovery/Business ContinuityData Backup/restoreCompany and customer infrastructure supportDevelops goals, strategic direction, and SLAs for the Quality Assurance/Testing teamWorks closely with the Project Manager to assign and coordinate work projects and establish priorities and timelines as requiredTrains Tech Support Team in the use of new hardware and softwareResponsible for staffing the Technical Support TeamAdministrationUpdates policies and procedures as needed to support goal of premier customer serviceStays well-informed of contract changes and procedures as neededOrders and maintains minimum stock levels of hardware and peripheral equipmentAccurately processes monthly invoices for paymentEnsures Technical Support, System Administration, and Quality Assurance/Testing teams processes are adequately documented and reviewed occasionally for accuracyMeets or exceeds the department expense budget on an annual basisPerforms other duties as assigned or required QUALIFICATIONSEDUCATION/CERTIFICATION: Associates degree is Computer Information Systems or related field. Bachelor's degree In CIS or related field preferred. A+ certification required.REQUIRED KNOWLEDGE: Basic accounting knowledge including balancing checkbooksEXPERIENCE: Five years management experience in the technology field with emphasis on automation, systems enhancements, integration, system performance, testing, security, implementation and installation. Two years managing a Help Desk Department preferred. Two years supervising direct reports preferred.SKILLS/ABILITIES:Expert knowledge of computers, printers, email & internet.Expert knowledge of Microsoft productsExcellent verbal, written & listening skills. Excellent telephone presenceExcellent customer service, problem solving and conflict resolution skillsExcellent time management and self-management skillsProficient presentation skills including PowerPoint presentations. Ability to speak in front of groupsAbility to drive a motor vehiclePHYSICAL AND MENTAL REQUIREMENTS:Able to apply common sense understanding to carry out detailed instructions and deal with problems involving many variablesMust be able to hear & receive normal conversations and informationMust have average visual abilities necessary to read a computer screen, documents & manualsMust be able to solve and interpret basic math problems including adding, subtraction, multiplication and divisionMust be able to communicate with an advance vocabulary of 8000 to 10,000 words, to read at a moderate rate, write basic sentences and communicate in standard sentences with excellent vocabulary PI133615342

Keywords: Tiger Correctional Services, Jonesboro , Technical Support Manager, Executive , Jonesboro, Arkansas