A Place for Mom

  • Technical Support Manager

    Job Location(s) US-WA-Seattle
    Job ID
    2018-3444
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Do you enjoy leading, coaching and/or mentoring a team of technical resources? Do you thrive on the challenge of problem solving and working with business partners? Are you an excellent communicator who highly values customer service? If so, come join our team and continue to develop these skill sets!

     

    A Place for Mom is seeking a motivated and energetic Technical Support Manager who is responsible for the overall support of our employee base. A Place for Mom has a deployed sales team, external call center operation and corporate resources that require technical guidance and support for day to day operations and issues.

     

    We are looking for someone who can effectively manage our Internal Technical Support Team, own all technical service-related operations for the company, as well as oversee all aspects of desktop management and licensing. This role is expected to interface with all levels of management, corporate business partners and external vendors. Excellent communication and customer service skills, as well as the ability to translate technical details is a must.

    Responsibilities

    • Represent the technology team in a clear, crisp fashion and manage relationships, conflicts and communication with a high level of efficiency and clarity
    • Develop a reputation of technical leadership, as both a trusted subject matter expert in technology as well as a reliable partner in coordination of technology initiatives
    • Serve as the main point of contact during the communication and coordination of any technology issues/incidents
    • Lead and mentor the Technical Support Agents, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals
    • Oversee all aspects of desktop management, including hardware procurement, imaging, licensing and updates
    • Establish and implement new procedures, policies and key performance indicators for the Technical Support Team, always striving for improvement
    • Monitor ticket and voicemail queues; conduct quality control to reduce errors and improve procedures
    • Plan and allocate resources efficiently and effectively to meet the objectives set by customers and management
    • Own the Voice of the Customer Program, driving resolution for customer impacting issues
    • Drive development of strategic and operational planning; ensure alignment with technology and business teams
    • Develop and maintain documentation related to business and technology processes, involving both internal and external parties
    • Identify business and technology process gaps or enhancement needs, work closely with personnel to define, drive and implement solutions (technical and non-technical)

    Qualifications

    • Excellent communication skills; experience designing, writing, or reviewing communication materials
    • Experienced in developing meaningful Key Performance Indicators, generating scorecards and utilizing analytical tools
    • Experienced with networking, operating systems, software deployments and overall workstation management
    • Analytical thinking and problem solving skills
    • Strong customer focus – able to meet the demands of internal customers
    • Comfortable working in matrixed environment and driving results across multiple teams
    • Demonstrated collaborator who can work with others to creatively address needs
    • Self-starter who can work with minimal guidance
    • Experience working with vendors

    Education Requirements    

    • Associate’s degree required
    • Bachelor’s degree preferred

    Compensation

    The position is a salaried position.

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