Technical Support Manager

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

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