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Technical Support Manager

Company: Tiger Correctional Services
Location: Jonesboro
Posted on: May 3, 2021

Job Description:

POSITION PURPOSE

To 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 DUTIES

Technical Support

  • Provide oversight and set direction for the Technical Support team
  • Analyzes & recommends enhancements for the Company computer systems
  • Responsible for keeping up with new hardware & software enhancements in IT & implementing as needed
  • Works with the Quality Assurance/Testing Team to review & test Company programs to meet customer specifications
  • Reviews completed projects or programs to ensure compatibility with existing programs
  • Evaluates the workload & capacity of the computer system to determine feasibility of expanding/enhancing computer operations
  • Travel, on occasion, for installs, technical site reviews, etc.

Customer Service

  • Provides daily oversight to the Customer Service team
  • Creates, 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 progress
  • Assists internal & external customers with questions and problems related to hardware, Tiger Software and Microsoft programs
  • Ensures all customer contacts, including resolution and future actions, are properly documented in CRM tool
  • Monitor customer service complaints for trends and continued problems. Recommends and implements customer service improvements

Leadership

  • Develops goals, strategic direction, and SLAs (Service Level Agreement) for the Technical Support Team and monitor progress
  • Develops goals and strategic direction for the System Administrator role
    1. Security
    2. Disaster Recovery/Business Continuity
    3. Data Backup/restore
    4. Company and customer infrastructure support
  • Develops goals, strategic direction, and SLAs for the Quality Assurance/Testing team
  • Works closely with the Project Manager to assign and coordinate work projects and establish priorities and timelines as required
  • Trains Tech Support Team in the use of new hardware and software
  • Responsible for staffing the Technical Support Team

Administration

  • Updates policies and procedures as needed to support goal of premier customer service
  • Stays well-informed of contract changes and procedures as needed
  • Orders and maintains minimum stock levels of hardware and peripheral equipment
  • Accurately processes monthly invoices for payment
  • Ensures Technical Support, System Administration, and Quality Assurance/Testing teams processes are adequately documented and reviewed occasionally for accuracy
  • Meets or exceeds the department expense budget on an annual basis

Performs other duties as assigned or required

QUALIFICATIONS

EDUCATION/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 checkbooks

EXPERIENCE: 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 products
  • Excellent verbal, written & listening skills. Excellent telephone presence
  • Excellent customer service, problem solving and conflict resolution skills
  • Excellent time management and self-management skills
  • Proficient presentation skills including PowerPoint presentations. Ability to speak in front of groups
  • Ability to drive a motor vehicle

PHYSICAL AND MENTAL REQUIREMENTS:

  • Able to apply common sense understanding to carry out detailed instructions and deal with problems involving many variables
  • Must be able to hear & receive normal conversations and information
  • Must have average visual abilities necessary to read a computer screen, documents & manuals
  • Must be able to solve and interpret basic math problems including adding, subtraction, multiplication and division
  • Must 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




PI133615051

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

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