IT Support Team Manager
Company: The Network Pro
Posted on: November 19, 2022
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
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
Their philosophy is simple: direct the expertise and focus on IT
needs so customers can concentrate on what really matters: growing
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
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
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
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
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
Designs and maintains process and procedural documentation for the
Identifies areas for improvement and makes constructive suggestions
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
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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