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IT Support Manager in The Woodlands, TX at Vaco

Date Posted: 6/25/2018

Job Snapshot

Job Description

The IT Support Manager will manage staff and function as the team leader to provide superior customer support and service. A hands-on leader who is technically savvy, can work well with all levels of the team and internal customers. Well organized with a strong grasp of ITIL concepts to design processes and procedures need to achieve quality support.

Primary Job Function:

  • Plan, organize, schedule and supervise the day to day technical support operations, which encompasses all troubleshooting, customer service issues, approvals, and installations
  • Lead, manage, develop, train and review performance of staff, as required
  • Ensure all employee issues and concerns are addressed in a timely manner, encourage involvement from a staff and foster a positive team environment
  • Measure, monitor and maintain customer service and satisfaction
  • Foster good customer relations and service at all times
  • Manage and Schedule training and development for all the technical support team i.e. new equipment, skills enhancement etc.
  • Manage, monitor and maintain the knowledge database and functionality to include; tracking tickets issued, outstanding, completion time etc.
  • Manage the travel schedule of technical support specialists
  • Manage, follow-up and maintain all service contracts/agreements and warranties
  • Develop and maintain department policies, procedures and processes, as required
  • Manage service parts inventory
  • Assume ownership of the enterprise ticketing and customer support portal