Customer Support Manager

The Customer Service Manager is responsible for leading the Service Center and Tech Support who handle the EICC computing endpoints and will ensure that policies and procedures set by the Leadership Team are applied consistently. This candidate will organize and coordinate endpoint deployment and break- fix efforts by the day-to-day coaching of the Service Center Supervisor and the Tech Support Supervisor, ensuring efficient and accurate resolution of incidents and requests.

This position will focus on First Contact Resolution (FCR) and will directly interface with the Computer Support Services Incident & Service Request Teams to escalate the resolution of all remaining issues. In addition, the candidate will coordinate the creation of self-help documentation, based on trending of common questions, and work closely with the Service Center Supervisor and the Tech Support Supervisor in developing training content.

The Customer Support Technician will document solutions and to work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.

Responsibilities

Provides excellent customer service to all EICC staff

Participates in the hiring/training/developing of the Service Center Supervisor, Tech Support Supervisor and all Service Desk Analysts and Customer Support Technicians

Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team

Manages the development, training, and ongoing performance of all team members

Acts as first point of contact for DMACC in absence of Director of Dedicated Client Services

Facilitates ongoing communication between the Service Desk, Student Service Desk, Customer Support Technicians, Department functional units, and System Administration as necessary to ensure rapid incident resolution

Engages with the client's CIO on a regular basis and attends the reoccurring checkpoint meetings

Motivates team to utilize Industry best practices and deliver outstanding customer service and satisfaction to all locations

Leads and participates in projects, using departmental incident/project tracking software and Agile work-flow methodologies

Produces Quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams

Complies reports of SLA's targets/numbers/types of requests, analyze the data and then communicate to team.

Works with various departmental leaders and stakeholders to implement service delivery & support requirements.

Establishes target activities and manages Service Desk Analysts team daily workflow

Utilizes effective troubleshooting skills, tools, and communication with end users to resolve First Contact Resolution issues

Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided

Ensures Total Ownership to Resolution (TOR) by taking ownership of issues, following up with status updates, and properly communicating to our customers

Coordinates the creation of knowledge based and procedural guidelines

Provides input and feedback towards best practices and improves processes with larger Customer Support Team

The Customer Service Manager is responsible for leading the Service Center and Tech Support who handle the EICC computing endpoints and will ensure that policies and procedures set by the Leadership Team are applied consistently. This candidate will organize and coordinate endpoint deployment and break- fix efforts by the day-to-day coaching of the Service Center Supervisor and the Tech Support Supervisor, ensuring efficient and accurate resolution of incidents and requests.

This position will focus on First Contact Resolution (FCR) and will directly interface with the Computer Support Services Incident & Service Request Teams to escalate the resolution of all remaining issues. In addition, the candidate will coordinate the creation of self-help documentation, based on trending of common questions, and work closely with the Service Center Supervisor and the Tech Support Supervisor in developing training content.

The Customer Support Technician will document solutions and to work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.

Responsibilities

• Provides excellent customer service to all EICC staff
• Participates in the hiring/training/developing of the Service Center Supervisor, Tech Support Supervisor and all Service Desk Analysts and Customer Support Technicians
• Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team
• Manages the development, training, and ongoing performance of all team members
• Acts as first point of…