Manager, Systems Engineering

MillerKnoll • Zeeland, MI

1d

About The Position

HermanMiller's purpose is to design for the good of humankind, striving daily to redefine modern for the 21st century. The company's success supports causes aligned with its values to build a more sustainable, equitable, and beautiful future. The Manager, Systems Engineering (Technology Support L2) is responsible for overseeing a team of Level 2 technicians, including Associate, Technology, and Senior Technology Support Representatives. This role ensures exceptional IT support by managing day-to-day operations, monitoring performance metrics, developing staff, and fostering a culture of collaboration and continuous improvement.

Requirements

• Strong leadership and people management skills, with experience supervising or leading teams in a technical support environment.
• Excellent organizational and time-management abilities, with a focus on managing and balancing team workloads.
• Proficiency in analyzing performance metrics, identifying trends, and implementing solutions to improve results.
• Advanced knowledge of IT support processes, tools, and best practices, including incident and problem management.
• Strong communication and interpersonal skills, with the ability to build relationships with team members, peers, and stakeholders.
• Ability to effectively handle escalations and guide the team through challenging situations.

Responsibilities

• Lead and manage a team of Onsite Technicians and Level 2 support professionals, providing guidance, support, and mentorship to drive individual and team success.
• Manage work schedules to ensure adequate coverage for all shifts, balancing workload across the team.
• Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth.
• Develop individual goals and conduct quarterly check-ins with team members.
• Monitor performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met.
• Analyze ticket drivers to identify trends, recurring issues, and areas for improvement.
• Collaborate with other Technology teams to address root causes.
• Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
• Provide support for Mainsite IT Depot-specific activities and processes.
• Host regular team meetings to share updates, discuss goals, and address challenges.
• Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding.
• Act as a liaison between the Level 2 Support Operations team and other IT departments, facilitating collaboration and knowledge sharing.
• Identify opportunities to improve processes, tools, and workflows to enhance efficiency and user experience.
• Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base.
• Participate in IT projects and change management processes, representing the L2 Support Operations perspective.
• Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed.
• Encourage intra-team mentoring and cross-collaboration to constantly build and improve skillsets.
• Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed