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Optimal Networks, Inc. · 1 day ago

Support Center Manager

Rockville, MD

Full-time

Hybrid

Senior Level

$110K/yr - $130K/yr

5+ years exp

Optimal Networks, Inc. is seeking a Support Center Manager to oversee the Support Center team and ensure clients receive appropriate assistance. The role involves managing procedures related to service requests, monitoring performance metrics, and implementing improvements based on analysis.

Cloud ComputingConsultingIT Management

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

Qualification

Customer service practicesITIL best practicesLeadership experienceCoachingMicrosoft 365Networking standardsAnalytical skillsMentoringEthical conductTechnical translationCommunication skillsOrganizational skillsProblem-solving skillsTeam collaborationAttention to detail

Required

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

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

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

Preferred

ITIL v4 Foundations Certification

HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Manager (HDI-SCM)

CompTIA A+ / CompTIA Network+ / CompTIA Security+

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