IT Support Services Manager - On site Kenosha County WI
IT Support Services Manager - On site Kenosha County WI
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
IT Support Services Manager
We are seeking an experienced IT Support Services Manager to lead our technical support team and ensure seamless incident resolution outstanding customer experiences and continuous process improvements. In this role you will oversee escalations manage key performance indicators (KPIs) and drive operational excellence based on ITIL principles. Your team will be responsible for incident management change requests and escalations related to our clients IT infrastructure and hosted solutions.
Key Responsibilities
Team Leadership & Support Management
- Oversee the Technical Services & L3 team directing workload and ensuring timely issue resolution.
- Manage escalations effectively providing handson assistance when needed.
- Develop and implement support strategies to enhance customer satisfaction and service efficiency.
- Ensure the team maintains a high level of professionalism and adheres to best practices in communication and issue resolution.
Operational Excellence & Process Improvement
- Track and analyze KPIs & SLAs ensuring targets for customer satisfaction and operational efficiency are met.
- Identify and implement process improvements to optimize support functions.
- Develop and maintain systems for ongoing customer support and software troubleshooting.
- Oversee thirdparty vendor relationships setting service level expectations and managing performance.
Training Mentorship & Collaboration
- Provide coaching and mentorship to Technical Services team members fostering skill development in both technical expertise and customer service.
- Encourage knowledge sharing and crossfunctional collaboration to enhance team performance.
- Maintain and expand technical knowledge across product lines ensuring the team is wellequipped to support our customer base.
Qualifications :
- 5 years of experience leading a technical team and/or service delivery in a software company.
- 8 years in a technical or service delivery role such as technical support software development integration or project management.
- Strong analytical research organizational and planning skills.
- Excellent teamwork communication and stakeholder management skills.
- Proven experience with ITIL methodologies.
- Familiarity with SaaS platforms or other technical software is a plus.
- Experience in a medical and/or research environment is an asset.
Additional Information :
- Location: Kenosha County WI
- Contract Type: Contractor
- Contract Length: 6 months renewable if proven successful
- Work Mode: MonFri on site in Kenosha County WI
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
