Network Center, Inc. · 1 month ago
Support Team Manager
Fargo, North Dakota, United States
Full-time
Hybrid
Mid, Senior Level
3+ years expNetwork Center, Inc. (NCI) is a 100% employee-owned company focused on a positive team-based culture. They are seeking a Support Team Manager to lead a dedicated team of Support Specialists and Escalation Engineers, ensuring exceptional customer experiences and enhancing team performance through strategic initiatives.
Information Technology
Responsibilities
Lead, mentor, and coach the support team to deliver outstanding service and meet performance goals
Act as a knowledgeable resource, ensuring the team understands both technical concepts and the strategic impact of NCI’s services
Build strong relationships with customers by understanding their business needs and aligning support services to their goals
Oversee daily operations of the support team, including ticket management, SLA compliance, and workload distribution
Serve as the primary point of contact for escalated issues, coordinate across all internal teams to ensure ticket resolution, and verify customer satisfaction post-resolution
Provide guidance on troubleshooting and technical best practices
Stay current on emerging technologies and MSP industry trends
Partner across internal teams to vet and onboard new products and/or services
Participate in or lead (when appropriate) new technology rollouts to enhance service delivery
Cultivate and sustain a wide range of technical skills across the team to anticipate and fulfill customer expectations
Design and carry out a yearly certification roadmap to maintain and enhance team expertise
Provide consistent coaching regarding ticket handling, job performance, career development, etc. by conducting regular one-on-ones and providing ongoing feedback
Conduct annual performance reviews
Develop, implement and continuously improve process documentation
Identify opportunities for automation and efficiency improvements
Maintain a proactive approach to enhancing processes and outcomes through continuous improvement
Ensure compliance with security standards, data protection regulations, and company policies
Promote cybersecurity awareness within the team and among customers
Facilitate team building activities
Participate in company events and actively support organizational initiatives to promote team engagement and business success
Foster a positive team environment that stays true to the core NCI values
Support onboarding and training for new team members
Demonstrate a willingness to grow personally and professionally
Qualification
Required
3-5 years of experience in a technical support environment
Familiarity with KPIs and metrics for support performance (e.g., SLA compliance, CSAT scores)
Understanding of ticketing systems and CRM platforms
Understanding of ITIL framework
Experience in creating and managing dashboards
Ability to coach and develop team members
Conflict resolution and problem-solving abilities
Organizational skills for workforce planning and scheduling
Preferred
2+ years of leadership or supervisory experience preferred; mentoring background considered a strong asset
CompTIA A+, Network+, Security+ for foundational IT skills
Company
Network Center, Inc.
Network Center is a computer networking company providing IT solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase