This individual will directly manage a team of Support Specialists and Engineers, provide technical leadership, and help ensure that end users are receiving efficient and timely technical support. They will develop processes and procedures relating to the operation of Customer Engineering; identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, maintenance, and coordination of Service Delivery functions. They will ensure that end users are receiving the BEST service they have ever experienced by equipping the Customer Experience Operations Team (CXO) to be successful. This Manager position will be focused on a team specifically serving our Information Windows Desktop and Server OS, Office 365, Azure, Advance Networking.
Responsibilities:
o Carry out leadership responsibilities including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.
o Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality & speed of service, as well as customer satisfaction
o Participate in Change Advisory Board meeting to vote on scheduled changes.
o Participate in CXO Management Meetings.
o Ensure day to day operations of the Advance Support Specialist and Engineering Team.
o Develop processes and procedures that drive consistency in operation.
o Assist in the facilitation of Customer Escalation Requests.
o Prioritize workload for CXO and individual members as necessary.
o Complete weekly/monthly reporting.
o Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.
o Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etc.
o Lead daily/weekly technical meetings, as necessary.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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3+ years of experience directly managing a team of technical Engineers
7+ years of technical experience troubleshooting, configuring, and navigating customer-escalated issues with the following:
o Windows OS
o Office 365
o Azure
o VMware
This individual must have strong people skills, excellent communication skills and the ability to operate well under pressure in a fast-paced environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.