Manager of Enterprise Technology Support

The Manager of Technology Support leads a team of Technology Support Specialists that applies technology solutions for corporate functions and customer-facing systems. The position collaborates with peers and partners to shape the tools, processes, and procedures that will deliver quality products, experiences, and exceptional customer service. Team responsibilities include level 1 and 2 support desk triage and problem resolution, corporate system user lifecycle and audit, corporate hardware lifecycle, support of enterprise initiatives, responding to events, and improving user experience through exceptional customer service., * Manages and leads a team of Technology Support Specialists.

• Mentors the Technology Support Team on the enforcement of defined enterprise & security standards, policies, and procedures.
• Exhibits deep comprehension of the devices, proprietary SaaS applications, and third-party SaaS applications implemented throughout the enterprise.
• Collaborates with business units to define and maintain a Service Level Agreement (SLA) between the Technology Support Team and the Business Units
• Defines and publishes metrics related to SLA and service quality.
• Mentors and coaches the team of Technology Support Specialists on methodologies to consistently exceed defined SLA’s.
• Owns the end-to-end lifecycle of New Hires, Terminations, and Account Changes including hardware procurement, inventory management, recovery, and refurbishment.
• Owns the day-to-day vendor relationships with hardware, warehousing, recovery, and refurbishment partners.
• Defines and manages the technology-related onboarding and offboarding processes, procedures, documentation, and live-sessions to support Human Resources with employee and contractor lifecycle.
• Manages team performance conversations, coaches and counsels against team KPIs.
• Experience using logic and reasoning to identify the strengths and weaknesses of alternative technical solutions, conclusions or approaches to problems, driving data-driven decisions.
• Collaborates with stakeholders to understand emerging business needs and opportunities.
• Seeks to understand what system is required to do and what it should not do. Sets operational standards and resource usage “budgets”.
• Builds strong relationships with business and technology partners.

• Microsoft 365 Suite
• Customer Support/Success Team Management
• Customer Support/Success SLA’s and Metrics
• Deep understanding and management of Enterprise ITSM platforms
• Strong technical experience with, exposure to, and competency of a wide variety of enterprise systems and platforms.
• Strong communication and collaboration skills, both verbal and written.
• Demonstratable resource management experience
• Consistent application of emotional intelligence to support service delivery, critical thinking, and problem solving.
• Procurement and Inventory Management
• Problem Solving

IDEAL KNOWLEDGE, SKILLS, ABILITIES AND/OR EXPOSURE

• Exceptional Communication and Collaboration Skills including both thoughtful immediate acknowledgement of request and thorough close out of open issues
• Strong internal customer management skills, able to navigate frustrated user interactions without emotion
• Agile SAFe
• NIST 800-53
• Sarbanes-Oxley
• Active Directory
• Atlassian: Confluence and Jira
• Change and Incident Management
• Security Administration
• Network Administration
• End User Computing Administration
• Virtual Desktop Administration, * Bachelor’s Degree or equivalent applicable experience
• 5+ years of IT experience; at least 4 years within customer support and/or success roles