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IT Support Team Manager

Company: The Network Pro
Location: Anaheim
Posted on: November 19, 2022

Job Description:

Our client The Network Pro/Nextrio is seeking a collaborative IT help desk team leader, Support Team Manager, with a track record of managing productive teams and technically savvy teams. This position will be based with the Support Team in their Anaheim office. Who They Are
Technology for Successful Businesses - It's what they're all about!
At The Network Pro, they prioritize people, foster relentless improvement, share a common mission and go the extra mile to create an amazing client experience. And they know that a company is only as good as its team members. TNP is truly passionate about people.
Their philosophy is simple: direct the expertise and focus on IT needs so customers can concentrate on what really matters: growing their business.
The Support Team is the heart of the organization and directly impacts positive client and staff experience
Values: Prioritizing People, Relentless Improvement, One Team One Mission, Today not Tomorrow, Amazing Client Experience Who You Are
This individual provides leadership and direction to the members of the Support and Service Desk Teams, fostering a business-oriented culture and ensuring alignment between the technical and the business functions of our clients. You are a natural leader, teacher, and collaborator.
You work hard and play hard, right alongside your team.
You have a knack for asking great questions to help your team work through tough challenges.
Your neurons crave process building and refinement. You have spent hands-on time finding better ways to use technical project management.
You lead with courage and empathy. Your teams have always known that you genuinely care and want them to thrive.
You are a communications master - whether you are defusing a fire for our customers, or teaching a team member a new technical concept, you never lose track of your audience and you speak their language as if it were your own.
Data and KPI driven with an interest in measuring team success and analyzing to find opportunities for improvement. Essential Responsibilities The Support Team Manager implements the Support Service Delivery strategy and ensures the team's readiness to successfully execute that strategy through technical training, mentorship, and goal setting. This role is responsible for the team's achievement of daily support metrics while maintaining a high level of client satisfaction and overall account retention. Manages Team Leads, Engineers, Help Desk Technicians or similar who support our customer networks and IT needs 24x7.
Supervises recruitment, development, management, and retention of all Support Service Delivery staff in accordance with corporate budgetary objectives and personnel policies.
Establishes Support Team interpersonal dynamics to ensure accountability, follow-through, a sense of urgency, and commitment to client satisfaction are the foundations of the Support Desk department.
Manages the service desk team's daily activities by being aware of all service delivery issues.
Understands overall team objectives, oversees roles and functions of each team member, and maintains awareness of clients' service delivery issues.
Monitors, enforces, and reports on Service Level Targets / Key Performance Indicators (SLTs/KPIs) in the service of the firm's clients and support of the business strategy.
Engages with internal and external stakeholders, including staff, clients, third-party vendors, and more to increase technology awareness, knowledge enhancement, and general communications about client service and support.
Ensures risks are identified, communicated, and mitigated with appropriate responsiveness.
Designs and maintains process and procedural documentation for the team.
Identifies areas for improvement and makes constructive suggestions for change.
Contributes to exploring industry best practices for Support Service Delivery in peer groups, associations, or similar, to determine the appropriateness of bringing or modifying those best practices into the firm.
Coordinates technical operations and complex project interactions with other departments
Collaborates with other departments to develop and maintain processes and service levels that support client needs.
Provides leadership insight to the daily operations and staff.
Supervises team leaders and supports mentorship across all department personnel.
Maintains and grows partnerships and vendor relations.
Keeps current with market and industry trends, competitors, and leading customer strategies.
Works with Senior Manager to establish career plans and conduct performance evaluations of technical teams.
Exhibits a strong understanding of client consulting dynamics and technical project management. Required Skills & Experience Bachelor's degree required
6+ years of related experience in management or a similar role
Professional IT Certifications strongly preferred
Strong IT/technical expertise, a very collaborative working style, and the ability to get things done in a matrixed organization
Demonstrated success in managing technical services across remote sites with matrixed staffing models
Proven track record of leading technical teams and developing technical aptitude in staff
Expert skills in preparing written communications and materials

Keywords: The Network Pro, Anaheim , IT Support Team Manager, Hospitality & Tourism , Anaheim, California

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