Job Description:

Our client has an immediate opening for a professional IT Customer Support Manager for it growing Call Center.  This role requires a very capable manager with exceptional technical and people skills and offers growth and challenge for the right candidate.

MAIN JOB DUTIES:

• Direct the day-to-day activities of the Customer Support staff in delivering services that support the company’s overall strategic direction.

• Establish and maintain the credibility and confidence of end users in Customer Support.

• Develop personal and professional relationships with End-User Managers and IT Site Managers, and educate them in how best to use the Information Technology to satisfy their business needs within budgetary limitations.

         Interview, hire, and train employees; schedule, plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems.

         Assist in the development, planning and implementation of business solutions, processes, and projects within Customer Support and as a partner with the Customer Relations, Architecture, Operations, and Application Support teams.

• Serve as high-level point of escalation for end-user issues and problems unresolved by support staff and ensure that Support Personnel are adequately trained and familiar with systems and procedures and follow them.

• Direct the continuing review of present systems and processes and the formulation of new and revised systems/processes, and determines appropriate changes to effect improvements, reduce costs and enhance efficiency.

• Keep senior management informed of significant problems and have sufficient data/reports to make informed decisions.

• Ensure that vendor relationships are appropriately established and managed.

• Direct and track project schedules and budgets.

• Assist with financial tracking for Customer Support.

• Adhere to departmental policies for reporting and managing requests and change control.

• Perform other duties as assigned by management.

QUALIFICATIONS

• High-level written and oral communication skills.
• Ability to collaborate with others to effectively solve problems.

• Ability to translate business needs to technical execution and vice versa.
• Ability to create, understand, and analyze data and reports in connection with department objectives.
• Demonstrated success with project management in multiple projects through all life-cycle phases, ensuring projects are in accordance with established direction, standards, and budgets.
• Ability to provide leadership, delegate, coordinate and motivate staff and to evaluate performance.
• Commitment to continuous personal and professional growth.

COMPUTER LANGUAGE SKILLS

• OS/Applications – MS Windows XP Professional, Desktop – MS Office 2003/2007, MS Exchange, Active Directory, OSC.
• Citrix/Metaframe and Exchange/Active Directory technical knowledge.
• Knowledge of routers, hubs, Ethernet and TCP/IP.