ID
#15614244
Job type
Permanent
Salary
TBD
Source
Robert Half
Date
2021-06-18
Deadline
2021-08-17

Manager of Tech Support

North Carolina, Cary, 27518

Permanent

Vacancy expired!

Description

The Technical Support Manager's role is to build, develop, and lead a team of Desktop Support professionals accountable for proactive and reactive support of all inward facing technology. We're looking for a capable, motivated, and dedicated leader who is passionate about establishing desktop support policies and procedures that will bring best practices into the organization. Our work environment is relaxed, hardworking and highly collaborative. Applicants must be comfortable in an upbeat, evolving environment.

In this role you will be responsible for:

• Leading a diverse team of support resources to provide proactive and reactive support to customers and partners

• Meeting or exceeding operational and customer support experience metrics targets

• Incorporating and adopting the use of data and automation in the support delivery processes and customer experience

• Leveraging internal and external knowledge to resolve customers issues

• Making use of tools, supportability, readiness and knowledge management disciplines to optimize and automate support processes to provide the best customer and partner support experience

• Partnering with engineering on project work

• Acting as on-call support leader and escalation contact in a rotation during evening and weekend hours

• Championing customer issues within the organization to build the best customer experience

Requirements

To be successful in this role, you will need to be/have:

• Bachelor's degree is preferred

• 5+ years general IT application administration and IT support experience

• 3+ years leadership experience managing a support or customer-facing team

• Demonstrated success in building a team, defining business and support processes, and working to ensure continuous delivery improvement

• Proven relationship-building skills and experience achieving results with client organizations

• Strong interpersonal skills, able to collaborate as part of a small team in a fast-paced environment

• Experience partnering with engineering

• Excellent critical thinking and analytical skills

• An ability to interact with and influence all levels of the business

• Excellent at articulating vision and planning execution of projects

• Mentorship experience with ability to coach to every level of experience

• Self-motivated and goal-oriented

• Excellent organizational skills and superior time management skills

• Effective communication skills with audiences that include executives, peers and customers

• Able to provide 24 x 7 on-call support as scheduled or as required to support system SLAs

Robert Half Technology matches IT professionals with remote or on-site jobs on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities.

Our experienced staffing professionals can promote you to employers and advocate on your behalf. We provide access to top jobs, competitive compensation and benefits, and free online training. For more opportunities, get the Robert Half app and receive instant notifications when our AI matches you with jobs.

When you work with us, you're working with the best. Robert Half has been recognized as one of FORTUNE's "Most Admired Companies" every year since 1998 and was named to Forbes' inaugural list of America's Best Temporary Staffing Firms.

Questions? Call your local office at All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

Vacancy expired!

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