Manager, Customer Support

Cook Systems•Tampa, FL

7h•Onsite

About The Position

We are seeking an experienced IT Help Desk Manager to define service levels and manage our help desk operations. The ideal candidate will establish processes to effectively identify, track, escalate, resolve, and report customer problems, ensuring high standards of quality and customer satisfaction. This role involves analyzing technical performance and implementing service restorations and troubleshooting procedures to maintain operational reliability.

Requirements

Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
Minimum of 7 years of IT work experience, including managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments.
Proven middle-level management experience in help desk/customer support functions.
Strong problem-solving skills and the ability to work under general direction from senior management.
Excellent communication and leadership skills.

Responsibilities

Define service levels and service agreements in collaboration with customers.
Manage the day-to-day operations of the help desk, ensuring efficient problem resolution.
Develop and implement processes for tracking, escalating, resolving, and reporting customer issues.
Define and measure quality and customer satisfaction standards jointly with customers.
Analyze product, system, and service performance against industry standards.
Develop technical service restoration and troubleshooting procedures for computer system and peripheral equipment faults.
Mentor and manage supervisors, project leaders, and technical staff.
Report regularly to senior management, including IT Chief Operating Officer and IT Executives.