Customer Support Manager

The Customer Support Manager needs extensive experience with supported software and hardware, as well as strong leadership skills, excellent interpersonal, business management and customer service skills. Work closely with the team of customer service representatives, technicians, and other support staff to ensure that customers have a positive experience when interacting with the company.Essential FunctionsManaging the daily operations of a firms help desk and support servicesManaging staff, training, scheduling work assignments and conducting evaluationsMonitoring response times, evaluating user satisfaction levels and making recommendations for improvement.Ensuring that all client issues have been resolved satisfactorily and that no new issues have arisen since the last contactEvaluating and managing technical support systems hardware and software and making recommendations regarding upgrades or changesNegotiating, writing and reporting on internal and external service level agreementsEnsuring that all company policies are followed to prevent any potential legal liability for the companyStrong ability to problem solve creatively by working “smarter” not “harder”Respond to Help Desk calls and emails and diagnose computer problems over the telephone determining the source of the problemProvides support to staff, including troubleshooting problems and answering questions about products or services.Develop new ways to improve the customer experience or otherwise growing the support department.Becomes trusted advisor that our customers will turn to when they need escalated care.Creates new accounts, deletes terminated employee accounts and manages current accounts.Build new computer systems for replacement and new deployment, manual and/or imaging.Installs and troubleshoot hardware and software as needed.Other duties as assignedQualifications/SkillsBachelor’s degree in business, computer science, or related field5+ years experience in customer service or technical support3+ years experience managing people and teamsProven ability to coach and develop team membersMust have experience with remote access.Excellent communication, problem-solving, and time-management skillsProficient in Microsoft Office, with aptitude to learn new software and systems including Microsoft Dynamics CRMThis job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.Position Type/Expected Hours of WorkSome flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 a.m. to 5:00 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.Work Authorization/Security ClearanceMust be authorized to work in the U.S.

Created: 2025-01-11