IT Support Manager

Ubeo • Dallas, TX

320d • $66,560 - $130,000

About The Position

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire an IT Support Manager to join our team in Dallas, TX! UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Canon, Ricoh, Xerox and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations. The IT MFP Solutions Support Engineering Manager leads the UBEO National ProIT Solutions Support Engineering team. Our Solutions Support Engineering Manager is responsible for overseeing day to day performance of that team, handling escalated client requests, load balancing, and working with other ProIT Managers to meet SLA requirements. Great communication, great customer service, attention to detail, and a positive can-do attitude are crucial.

Requirements

• High School Diploma or GED
• 5+ years' IT Support experience
• 5+ years' Personnel management experience
• Experience with design, implementation, and management of WAN and LAN connectivity, routers, firewalls, and security
• Interpersonal skills: such as telephony skills, communication skills, active listening
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details, minimum 40 WPM

Responsibilities

• Manage Service Tickets assigned to the Solutions Engineering team
• Provide technical guidance for the remediation of technical issues
• Prioritization of our Support Engineers' schedules
• Act as the customer facing point of contact to our clients for escalated service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• QA completed tickets for sound troubleshooting and correct grammar etc
• Coach Engineers on daily interactions and long term goals
• Reliably fulfill daily and monthly tasks
• Service delivery KPI reporting and management
• Validation for labor billed to blocks of time
• Identify updates, security bulletins, and other items that affect the products we support - plan and execute the remediation strategy
• Review and manage ticket and customer trends
• Attend customer meetings via Zoom for some major account reviews or escalated problem accounts
• Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
• Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
• Other duties as assigned by management.

Benefits

• Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
• Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
• Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
• Voluntary coverages at low group rates including Aflac Insurance
• Pet Insurance, breathe easy knowing Nationwide has your pets covered
• Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
• Generous vacation, holiday, and sick leave programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED