Job Description

Summary/Objective

The Support Manager needs extensive experience with supported software and hardware, as well as strong leadership skills, excellent interpersonal, business management and customer service skills. Responsible for overseeing the day-to-day operations of their company’s support department. Work closely with the team of customer service representatives, technicians, and other support staff to ensure that customers have a positive experience when interacting with the company. May also be tasked with developing new ways to improve the customer experience or otherwise growing the support department. The Support Manager will be reporting to the VP of Client Installations/Support.

Essential Functions

· Managing the daily operations of a firms help desk and support services

· Managing staff, training, scheduling work assignments and conducting evaluations

· Monitoring response times, evaluating user satisfaction levels and making recommendations for improvement

· Ensuring that all client issues have been resolved satisfactorily and that no new issues have arisen since the last contact

· Evaluating and managing technical support systems hardware and software and making recommendations regarding upgrades or changes

· Negotiating, writing and reporting on internal and external service level agreements

· Ensuring that all company policies are followed to prevent any potential legal liability for the company

· Strong ability to problem solve creatively by working “smarter” not “harder”

· Respond to Help Desk calls and emails and diagnose computer problems over the telephone determining the source of the problem

· Provides support to staff, including troubleshooting problems and answering questions about products or services.

· Becomes trusted advisor that our customers will turn to when they need escalated care

· Must have experience with remote access

· Creates new accounts, deletes terminated employee accounts and manages current accounts.

· Build new computer systems for replacement and new deployment, manual and\or imaging.

· Installs and troubleshoot hardware and software as needed.

· Other duties as assigned

Qualifications/Skills

· GED/High School Diploma or related experience and training

· 5+ years experience in customer service or technical support

· 3+ years experience managing people and teams

· Proven ability to coach and develop team members

· Excellent communication, problem-solving, and time-management skills

· Proficient in Microsoft Office, with aptitude to learn new software and systems

· Bachelor’s degree in business, computer science, or related field (Preferred)

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 a.m. to 5:00 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Work Authorization/Security Clearance

Must be authorized to work in the U.S.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 4 years
• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Irving, TX 75038: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• We must fill this position urgently. Can you start immediately?
• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• Are you willing to undergo a background check, in accordance with local law/regulations?

Experience:

• Customer service: 5 years (Preferred)
• Management: 3 years (Preferred)

Work Location: In person

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