The IT Solutions Support Engineering Manager leads the Solutions Support Engineering team. Our Solutions Support Engineering Manager is responsible for overseeing day to day performance of that team, handling escalated client requests, load balancing, and working with other Managers to meet SLA requirements. Excellent communication, customer service, attention to detail, and a positive can-do attitude are crucial.
Responsibilities
Manage Service Tickets assigned to the Solutions Engineering team
Provide technical guidance for the remediation of technical issues
Prioritization of our Support Engineers' schedules
Act as the customer facing point of contact to our clients for escalated service requests
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
QA completed tickets for sound troubleshooting and correct grammar etc
Coach Engineers on daily interactions and long term goals
Reliably fulfill daily and monthly tasks
Service delivery KPI reporting and management
Validation for labor billed to blocks of time
Identify updates, security bulletins, and other items that affect the products we support - plan and execute the remediation strategy
Review and manage ticket and customer trends
Attend customer meetings via Zoom for some major account reviews or escalated problem accounts
Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
Other duties as assigned by management.
Job-Related Dimensions
Ability to plan, organize, and multi-task in a fast-paced environment.
Demonstrate confidence with a high degree of professionalism.
Very strong attention to detail and problem-solving skills are essential.
Takes ownership of job responsibilities with personal pride and accountability.
Very prompt, hardworking, and loves what they do.
Ability to work independently with little supervision required.
Ability to remain calm while working under pressure in a busy environment.
Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
Excellent ability to multi-task, prioritize, and problem-solve in a busy, fast-paced environment.
Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.
Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
Excellent time, leadership, and management skills.
Excellent written and verbal communication skills.
Strong professionalism, organizational, and planning skills.
Regular and reliable attendance.
Qualifications
High School Diploma or GED
5+ years of IT Support experience
5+ years' Personnel management experience
Experience with design, implementation, and management of WAN and LAN connectivity, routers, firewalls, and security
Interpersonal skills: such as telephony skills, communication skills, active
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details, minimum 40 WPM
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/
The Company will consider qualified applicants with arrest and conviction records.