Manager-Service Center

SSA Marine•Seattle, WA

22d

About The Position

As the Manager-Service Center you directly lead a group of technical support staff responsible for providing high quality, technical software expertise and support to end-users in person, over the phone, by email, by instant message, or by the ticketing system. You coach your team to provide best in class customer service including how to recognize customer competency levels and communicate accordingly, identify problems and effectively resolve or escalate customer issues, perform provisioning, provide administrative support, and guide customers on how to get better functionality and usage from their technology. As a Manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. To optimize team performance, you work to ensure all employees have the resources and guidance required to complete key activities and serve as a role model, elevating the Carrix business through the delivery of fit-for-purpose technology.

Requirements

A strong understanding of delivering support for information technology using standard methodologies like ITIL, particularly IT Service Delivery.
An understanding of normal business processes and purchasing procedures.
Deep knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
Deep knowledge of helpdesk ticketing systems, enterprise products, services or solutions, and service level agreements.
Expert ability to research to diagnose appropriate solutions, to follow standard procedures for escalation, and to prepare accurate and timely reports.
Expert ability to multitask in an ever-changing customer driven environment and manage several open issues at one time that span different levels of context.
Expert ability to communicate effectively with customers and clients from issue initiation through to completion and follow up.
Proven ability to organize, assign, direct and review the work of a group of professional technical support personnel.
Expert ability to escalate critical issues to the appropriate team and to use your communication and collaboration skills to identify issues, act accordingly, and think outside the box to address problems.
Proven ability to apply analytical skills to investigate information and draw conclusions.
Proven ability to use leading communication skills to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
Proven ability to adjust communication style based on customers’ competency and knowledge levels.
Proven ability to manage own and team workloads, oversee work of employees and provide constructive criticism / feedback, and to delegate tasks.
Proven ability to understand complex, technical information and use advanced problem-solving skills to solve challenges in the most advantageous way for the business.
Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
Bachelor’s degree is a technical field.
5+ of related technical and management experience in a Service Desk environment.
Experience troubleshooting software applications in an enterprise environment.
Experience leading a team and working in a team-oriented, collaborative environment.
Strong experience with ITIL Service Delivery methodologies including problem and incident management.
Strong experience supporting mobile devices, Dell, HP, and Microsoft Office platforms.
Experience working with Microsoft Windows desktop operating systems, Microsoft Office suite of products, desktop hardware, and mobile devices.

Nice To Haves

ITIL certification highly preferred.
Experience working in an agile delivery environment preferred.
Experience leading cross-functional project teams.

Responsibilities

Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded.
Provide support to customers and end users.
Ensure timely responses to incoming requests for support, including ticket creation and assignment.
Monitor adherence to incident, problem, and change management processes.
Review problem logs and trends in problems reported.
Aggressively monitor incident reporting to ensure all work in recorded properly and issues are resolved in a timely manner.
Manage the central purchasing of IT related goods and services.
Place orders for software and hardware systems and services.
Provide accurate and timely reporting to managers, ensuring reporting of most critical KPIs.
Schedule maintenance windows.
Coach direct reports on proven best practices and methods.
Support the hiring, training, and development of service center staff.
Support the performance management of service center staff, including completing performance reviews and providing coaching and development opportunities.
Manage customer expectations and vendor performance, cultivating advantageous partnerships.