Customer Service Manager - IT

West Fraser•Cordova, TN

27d

About The Position

The Customer Service Manager is responsible for managing support operations, resolving escalated issues, and driving process improvements to enhance service efficiency and customer satisfaction.

Requirements

Bachelor's degree in Information Technology, Business Administration, or a related field.
10 years of experience providing IT customer service management
Experience with help desk software such as ServiceNow or equivalent.
Strong understanding of IT support processes and technologies, including Microsoft Suite, Microsoft 365, and Active Directory.
Excellent communication and interpersonal skills, with proven ability to manage relationships and lead teams effectively.
Analytical skills to generate insights and drive strategic improvements.
Proficiency in customer service software and tools.

Nice To Haves

ITIL or other relevant certifications.
Familiarity with project management methodologies.
Bilingual French language skills are an asset.

Responsibilities

Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.
Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution.
Analyzing and improving current processes, implementing best practices to optimize service delivery.
Developing and monitoring KPIs to assess team performance and customer satisfaction.
Oversee staff training programs to ensure team members have the necessary skills and knowledge.
Collaborating with IT departments to integrate customer feedback into product and service enhancements.
Preparing and presenting regular reports on customer service metrics to senior management, highlighting trends and opportunities for improvement.
Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement.