SupportCenter Manager

Optimal Networks•Rockville, MD

3d•$110,000 - $130,000•Hybrid

About The Position

As a SupportCenter Manager your role is to oversee the SupportCenter team (Tier 1, 2, and 3 Specialists) and ensure that clients are receiving the appropriate assistance. Working remotely and at our Rockville Office, you will be responsible for managing all procedures related to the identification, prioritization, and resolution of end user service requests, including monitoring, tracking and coordination of Support Center functions. Location: Remote 1 day, In Rockville Office 2-4 days Scheduled Weekly Hours: 40 (Full Time) Travel Required: Less than 5% Pay Range: 110,000-130,000 annually.

Requirements

Strong knowledge of customer service practices and procedures
Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
Excellent organizational skills
Experience of coaching and/or mentoring staff, ability to provide guidance to team members on how to approach an issue.
Experience of managing the work of others, able to set goals and KPIs, measure performance against KPIs and take appropriate action to correct poor performance.
Experience of working effectively within a team and collaborating with others to achieve a goal
Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
Completed Bachelor’s Degree in Science, Information Technology, or relevant field
5+ years of Service or Help Desk experience providing IT Support
2+ years in leadership role managing Service or Help Desk operations
2+ years Managed Service Provider (MSP) Experience in a Service or Help Desk Role.

Nice To Haves

Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.
Proficient in networking standards and internet protocols; DNS, TCP/IP, LDAP
ITIL v4 Foundations Certification
HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Manager (HDI-SCM)
CompTIA A+ / CompTIA Network+ / CompTIA Security+

Responsibilities

Leads the team on day-to-day Support Center duties and responsibilities.
Monitor report and action on Key Performance Indicators for Support Center performance, both at a team and an individual level
Evaluate and assess service delivery performance metrics, derive actions and plans based on analysis
Observe operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
Ensure service delivery is of high quality; perform Quality Control analysis on incident and service request delivery (delivery notes, documentation, phone call recordings etc.) and provide feedback and coaching where necessary.
Review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
Resource scheduling and rostering to ensure that Support Center has adequate coverage though defined support times.
Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.
Provide reviews, postmortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users
Provide upstream reporting and analysis on Support Center performance and quality.
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible