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Manager - IT Support Services in Memphis, TN at ServiceMaster

Date Posted: 7/21/2019

Job Snapshot

Job Description

Position Overview 

Responsible for the leadership, mentorship, and supervision of the End User Support staff located at our corporate office, contact centers across the US, and regional/global support centers. Responsible for delivering technical support services and solutions that are timely, effective, and delivered with the highest quality. This role requires the manager to build credible relationships with the user community and ensure customer expectations are met and exceeded. Requires strong familiarity with Microsoft, Citrix, and Apple environments, Windows 10, Microsoft O365, and working in enterprise environments with 11,000+ users including distributed/remote users, must be able to perform quality monitoring, scheduling, training, support analytics, and other departmental duties. Responsible for overseeing and effectively supporting the walkup Smart Bar. 

Job Responsibilities 

  • Manages the End User Support staff with regards to development, performance evaluations, promotions, training, hiring and disciplinary responsibilities 

  • Manages environment including in-call and escalation practices to provide efficient and timely support 

  • Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date 

  • Develops and maintains support operating procedures that support the day to day procedural processes and reinforce policy adherence 

  • Assists in policy and procedure development based on direction from senior IT management 

  • Addresses complicated support issues that are escalated by team members 

  • Conducts meetings with team members to review status of IT service issues 

  • Creates and supports standards, processes and procedures necessary to produce the deliverables from the team 

  • Meets with IT management to review overall performance, trends and issues and to gain feedback on support performance 

  • Collaborates with other groups in handling and responding to client issues, problem analysis and making requested service improvements 

  • Ensures that proper escalation paths are followed by the support staff that are in line with documented procedures and policies 

  • Trains staff on operational procedures and troubleshooting techniques 

  • Provides leadership, mentoring, and coaching to End User Support staff 

  • Collaborates with the IT Service Delivery team to address service outages, system upgrades and general IT informational announcements 

  • Gathers and analyzes metrics to benchmark the end user support team workload/performance and identify trends and issues 

Job Requirements 

  • College degree and 3 to 5 years management experience 

  • Strong program, service delivery, and customer service skills 

  • Ability to quickly learn new subject matter areas, assess operational maturity, establish KPIs and metrics and drive towards operational maturity 

  • Ability to translate complex technical language and ideas into language easily comprehensible to non-technical audiences 

  • Inter-personal skills to facilitate work with a wide range of individuals/groups