IT Manager, Support at Konica Minolta Business Solutions U.S.A. in Remote
Please join us in our exciting growth and pursue a rewarding career with All Covered! Position Objective All Covered, IT Services Division of Konica Minolta currently has an exciting opportunity for an IT Manager, Remote Support! The objective of the Remote Support Center Manager is to ensure quality remote services are provided to thousands of clients across the Nation in a consistent and professional manner and in accordance with existing Standard Operating Procedures. The Remote Support Center Manager manages Level 1, Level 2, Level 3, and Lead Engineers in the Remote Support Center (RSC). The Remote Support Center Manager is responsible for ensuring the team consistently meets or exceeds the team performance metrics defined by the Director of Remote Support. The Remote Support Center Manager serves as an escalation point to employees and customers when the situation warrants. Essential Job Functions Customer Satisfaction (CSAT):
First Contact Resolution Rate (FCRR) Average Speed of Answer (ASA) Cost per Contact (CPC) Utilization Employee Satisfaction (ESAT) Job Functions:
Manages 24x7 Help Desk and Network Operations Center Plans staffing requirements to meet call volume and service needs Planning, reviewing, and approving work schedule and time off Managing and coaching to organizational goals Develops training programs for shift leaders and subordinates Responsible for high quality service delivery via inspection of activities and results Responsible for interviewing candidates and making hiring decisions Writing and delivering Employee Performance Reviews Engaging in and leading employee retention initiatives Provides pre-sales and post-sales support Responds to escalation issues from team members and customers Analyzing trends in issue reporting and formulating preventative solutions Expected to offer suggestions for noted process improvements and develop new standard operating procedures Manages engineers and leads with a focus on:
Developing technical competencies Developing client service skills HEROES values All Covered citizenship Success Characteristics:
Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient Affinity for and successful experience with small to medium size business environments Ability to adapt and thrive in a constantly changing work environment NOTE:
This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. Competencies (Knowledge, Skills and Abilities) Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient Affinity for and successful experience with small to medium size business environments Ability to adapt and thrive in a constantly changing work environment Proven dedication to enabling quality through continuous improvement Proven success at developing a team culture Strong working knowledge of Microsoft Excel required Analytical approach to resolving complex issues or opportunities Ability to remain calm and effective in high stress situations Ability to balance priorities of multiple requirements from multiple people Excellent communication skills Oral and written presentation abilities Works well with team members and cross-departmentally; excellent interpersonal skills Experience, Educational Reqts and Certifications BA or BS degree or equivalent combination of relevant education and experience 5 years of experience successfully managing technical resources 5 years of either help desk, call center, or network operations center management experience ITIL Foundation or Master certification preferred
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
First Contact Resolution Rate (FCRR) Average Speed of Answer (ASA) Cost per Contact (CPC) Utilization Employee Satisfaction (ESAT) Job Functions:
Manages 24x7 Help Desk and Network Operations Center Plans staffing requirements to meet call volume and service needs Planning, reviewing, and approving work schedule and time off Managing and coaching to organizational goals Develops training programs for shift leaders and subordinates Responsible for high quality service delivery via inspection of activities and results Responsible for interviewing candidates and making hiring decisions Writing and delivering Employee Performance Reviews Engaging in and leading employee retention initiatives Provides pre-sales and post-sales support Responds to escalation issues from team members and customers Analyzing trends in issue reporting and formulating preventative solutions Expected to offer suggestions for noted process improvements and develop new standard operating procedures Manages engineers and leads with a focus on:
Developing technical competencies Developing client service skills HEROES values All Covered citizenship Success Characteristics:
Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient Affinity for and successful experience with small to medium size business environments Ability to adapt and thrive in a constantly changing work environment NOTE:
This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. Competencies (Knowledge, Skills and Abilities) Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient Affinity for and successful experience with small to medium size business environments Ability to adapt and thrive in a constantly changing work environment Proven dedication to enabling quality through continuous improvement Proven success at developing a team culture Strong working knowledge of Microsoft Excel required Analytical approach to resolving complex issues or opportunities Ability to remain calm and effective in high stress situations Ability to balance priorities of multiple requirements from multiple people Excellent communication skills Oral and written presentation abilities Works well with team members and cross-departmentally; excellent interpersonal skills Experience, Educational Reqts and Certifications BA or BS degree or equivalent combination of relevant education and experience 5 years of experience successfully managing technical resources 5 years of either help desk, call center, or network operations center management experience ITIL Foundation or Master certification preferred
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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