Manager of Enterprise Technology Support

About the role

The Manager of Technology Support oversees a team of Technology Support Specialists who provide technology solutions for corporate functions and customer-facing systems. This role collaborates with peers and partners to develop tools, processes, and procedures that ensure high-quality products, experiences, and exceptional customer service.

Responsibilities

• Manages and leads a team of Technology Support Specialists.
• Mentors the Technology Support Team on enforcing defined enterprise and security standards, policies, and procedures.
• Exhibits deep comprehension of 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.
• Owes the end-to-end lifecycle of New Hires, Terminations, and Account Changes including hardware procurement, inventory management, recovery, and refurbishment.
• Owes 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.
• Sets operational standards and resource usage “budgets”.
• Builds strong relationships with business and technology partners.

Qualifications

• Bachelor’s Degree or equivalent applicable experience.
• 5+ years of IT experience; at least 4 years within customer support and/or success roles.