Manager Technical Support

Vecima Networks Inc
US - New York - Gates-North Gates
July 1, 2024

Position Summary
The Tech Support Manager's primary responsibility is to ensure the ongoing successful operation of the Support department, ensuring a balance between efficiency, cost, quality, and customer satisfaction.
Responsibility is maintaining expected service levels and standards for customer service and technical support.
This includes the day-to-day management and leadership of a call center team of Support Department staff in providing the best possible customer service within the entitlement of support agreements and overseeing the efficient and successful completion of support projects assigned to the team.
Some Key Responsibilities
Analyze ongoing Support needs based on feedback from other departments and customers.
Develop, recommend, and partner with other members of the leadership team to implement, maintain and champion strategies, goals, performance metrics, service options and processes for the department.
Manage and maintain service level goals and standards for customer service and technical support services by analyzing call data and managing changes and trends in call volume.
Actively manage all Support department call queues ensuring timely and accurate call/project handling.
Actively manage all Quality Assurance programs and processes to ensure consistent high quality of service.
Oversee and manage the performance and activities of the Support team members including, coaching, developing and communicating successes and opportunities for improvement.
Conduct and lead regular team, one-on-one, review and other applicable meetings with all direct reports and other departments.
Manage staff to drive profitable revenue through existing services (such as Support Agreements) and by identifying new services and service opportunities.
Create, own, and manage the completion of project plans for department and customer projects.
Lead initiatives in recruitment and onboarding for new Support department employees.
Distribute, review, and define the scope of all projects to team members as necessary to balance workloads, ensure accuracy of hours, workflow, and customer service levels.
Develop Investigate, and analyze, action plans and staffing plans to improve employee and department performance.
Develop, implement, revise, and enforce policies and processes.
Oversee planning and execution of special customer projects and ensure that the appropriate level of communication and quality of work is achieved with the customer and internal stakeholders at all points of the project.

Skills We Require
Post-secondary degree, diploma, or certificate program in a related field is preferred.
Minimum three years' management experience in a customer service or technical support environment, with a focus on performance metrics.
Minimum one year project management or related work experience.
Proven track record of developing and motivating employees and the ability to foster a cooperative work environment.
Ability to understand complex technologies and communicate technical concepts in simple terms, with excellent typing skills, including proficiency with Microsoft Excel, Microsoft Word, and the Internet.
Demonstrated excellence in writing processes and implementing them.
Detail oriented with strong multitasking, proofreading and editing, organizational and administrative skills.
Proactive and energetic personality with excellent interpersonal, organizational, customer service and leadership skills.
Ability to learn quickly, work independently, problem-solve, and perform a variety of tasks.
Ability to represent the company professionally demonstrating excellent verbal and written communication skills.
Available to work a flexible schedule, including weekends and have and maintain reliable transportation.

At Vecima, everyone contributes and makes an impact.
We foster an open, caring, and innovative work environment where creativity and communication thrive.
We always strive to be our best and recognize achievements and wins that fuel individual and company growth.
Together, we create the breakthroughs that lead the industry forward.
Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.
We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.
We are fueled by the innovation, leadership, and passion of today's top talent.
If you are looking for a challenging and rewarding career as Manager, Technical Support, we want to hear from you!
Apply now!
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Read the full job description and apply online on the recuiter's web-site

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