Job Description
The purpose of the VNOC Service Desk manager is to develop, lead and motivate a high-performing team of VNOC Service Desk technicians to deliver excellent technical support with a high degree of customer satisfaction and timeliness. This position has frequent contact with VNOC Service Desk customers, direct reports, peers, and managers. This position may also have contact with independent vendors or third parties.
* Manage a team of VNOC Service Desk technicians. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities.
* Assess, identify, and develop team skills (based on business need) by facilitating and providing feedback to team members on customer service and communication skills in order to enhance the quality of support and customer satisfaction.
* Lead and participate in projects focusing on complex business issues.
* Develop and demonstrate an understanding of customer needs. May include managing escalated issues and customer recovery situations.
* Lead, schedule, coordinate, and oversee daily work, meetings, and projects. Resolve daily issues of a complex scope that impact the team and overall business objectives. Resolve issues on a cross-site basis as required.
* Prepare staffing plans; lead efforts to determine skill requirements for hiring. Conduct interviews and hire employees.
* Maintain high level of employee morale within the team through open communication.
* Obtain necessary equipment or software to allow VNOC Service Desk team members to adequately service technical requests.
* Develop and/or update support plans for new product and platform releases or Virtual Conferencing or Conference room builds. Prepare team for product releases and changes, and monitor platform related issues.
* May assist in the professional and technical development of senior team members, enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
* Develop, and/or assist Program Management, with the preparation and administration of departmental performance reporting, forecasting, and metrics.
* May perform responsibilities of the Program Manager in the Program Manager's absence.
* Develop and enhance cooperative interdepartmental relationships and communications of a broad scope throughout the company and with individuals external to the company.
* Maintain knowledge on current industry-wide trends and potential impact on the support business.
* Develop and direct Continuous Improvement Initiatives to improve VNOC Service Desk support capability.
* Develop and maintain team / coverage schedules to anticipate customer demand, and review team schedule adherence and utilization, direct team members to optimize productivity, coverage and responsiveness to customer demand.
Required Skills & Experience
* Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
* Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
* Demonstrated support of enterprise environments, including:
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Support of Microsoft Windows 10 Operating System
o Support of MS O365 provisioned accounts
o Support of mobile devices such as iPads, Surface Devices, etc.
o Support of MacBook devices and MacOS
o Support of collaboration platforms and environments such as WebEx, Zoom, Slack, MS Teams, etc.
o Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc.
* Experience working as the key-go-to person for everything involving video (and audio) meetings technology; experience with a mixture of In-Person and Virtual AV systems support, set-up, updates, documentation and supporting a mixture of executive and administrative users
* Must have experience, knowledge or familiarity with most of the following: MS Teams, Zoom, WebEx, Google-Meet, Teams, Webex, Verizon, and/or other similar web-based video conferencing systems.
* Experience working closely with Video Conference Users in the areas of user training, Troubleshooting and Set-up of Conference-Room AV Hardware and related Software Apps, 'Standing-By' during live conferences and events for changes of view-volume-connectivity, etc.
* Experience working as the Key Project Coordinator for AV Conferencing; will have frequent-ongoing communication with a mixture of users and internal I.T. and external vendors for system and software availability, updates and changes.
* Experience with a mixture of formal and informal testing and QA inspection of video system software, especially before video meeting times.
* Current or Prior Experience working in an end user support type role that required Knowledge of Network Connectivity and Troubleshooting for Video Meetings.
* Experience assisting Remote Users with connectivity to Video Conferences (ideally in real-time situations).
Nice to Have Skills & Experience
* Experience working in a similar Conference Room-Video Meeting Go To person role or prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus.
* Experience working as the technical go to person for Video Conferencing Aspects of Large-Scale corporate meetings.
* Training or Certification in AV Systems or a Specific Vendor's Electronic Conferencing System.
* A+ or Network+ Certification.
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.