SupportCenter Manager

As a SupportCenter Manager your role is to oversee the SupportCenter team (Tier 1, 2, and 3 Specialists) and ensure that clients are receiving the appropriate assistance. Working remotely and at our Rockville Office, you will be responsible for managing all procedures related to the identification, prioritization, and resolution of end user service requests, including monitoring, tracking and coordination of Support Center functions.

Location: Remote 1 day, In Rockville Office 2-4 days

Scheduled Weekly Hours: 40 (Full Time)

Travel Required: Less than 5%

Pay Range: 110,000-130,000 annually.

Responsibilities

This position has the following responsibilities.

• Leads the team on day-to-day Support Center duties and responsibilities.
• Monitor report and action on Key Performance Indicators for Support Center performance, both at a team and an individual level
• Evaluate and assess service delivery performance metrics, derive actions and plans based on analysis
• Observe operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
• Ensure service delivery is of high quality; perform Quality Control analysis on incident and service request delivery (delivery notes, documentation, phone call recordings etc.) and provide feedback and coaching where necessary.
• Review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Resource scheduling and rostering to ensure that Support Center has adequate coverage though defined support times.
• Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.
• Provide reviews, postmortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users
• Provide upstream reporting and analysis on Support Center performance and quality.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
  

Reporting Relationship

Reports to: Vice President of Operations

This role has four (4) direct report roles.

• Support Center Specialist
• Support Center Specialist 2
• Support Center Specialist 3
• Support Center Team Lead
  

Attributes

To be successful in this position employee will have the following attributes

• Leader. You inspire your team and provide expert guidance and advice to ensure that the team is motivated and delivering to outcomes.
• Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
• Analytical. You have to ability to look through data and information to draw conclusions and infer outcomes beyond the surface level. Identifying patterns, trends and correlations in data to assist in decision making
• Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.
• Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
  

Skills, Qualifications and Experience Skills

Mandatory

• Strong knowledge of customer service practices and procedures
• Strong interpersonal and communication skills; able to translate technical issues to non-technical people, in written, verbal, and non-verbal communications
• Excellent organizational skills
• Experience of coaching and/or mentoring staff, ability to provide guidance to team members on how to approach an issue.
• Experience of managing the work of others, able to set goals and KPIs, measure performance against KPIs and take appropriate action to correct poor performance.
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services

Desirable

• Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.
• Proficient in networking standards and internet protocols; DNS, TCP/IP, LDAP
  

Qualifications

Mandatory

• Completed Bachelor’s Degree in Science, Information Technology, or relevant field

Desirable

• ITIL v4 Foundations Certification
• HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Manager (HDI-SCM)
• CompTIA A+ / CompTIA Network+ / CompTIA Security+
  

Experience

Mandatory

• 5+ years of Service or Help Desk experience providing IT Support
• 2+ years in leadership role managing Service or Help Desk operations
• 2+ years Managed Service Provider (MSP) Experience in a Service or Help Desk Role.

Job Type: Full-time

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Experience:

• MSP: 3 years (Required)
  

Ability to Commute:

• Rockville, MD 20850 (Required)
  

Work Location: Hybrid remote in Rockville, MD 20850