Technical Support Manager Hybrid
Technical Support Manager Hybrid
Posted on :
21-04-2025
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1 Vacancy
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Job Description
Class Valuation a leading techenabled and industry leading appraisal management company (AMC) since 2009 is seeking a Technical Support Manager!
Do you want to be a part of the future of appraising and help to support our growing Information Technologyteam If so Lets get to work!
Join a team dedicated to modernizing the industry by bringing together the best people processes and technology to strengthen appraiser independence. Help us build the future of our profession!
PURPOSE OF JOB:
The Technical Support Manager is responsible for overseeing the entire technical support function ensuring efficient service delivery to clients by managing the technical support team monitoring performance against service level agreements (SLAs) identifying and resolving technical issues and continuously improving support processes all while maintaining a high level of customer satisfaction; key responsibilities include: managing the technical support team incident and problem management SLA monitoring customer relationship management performance reporting training and development process improvement and escalation management; this role requires strong technical expertise leadership skills and a customercentric approach.
RESPONSIBILITIES:
Essential Tasks:
Team Management:
- Lead/Deliver frontline technical support for employees staff appraisers new acquisitions & 3rd party entities for Classapplications and services
- Foster positive enduser relationships and drive customer satisfaction
- Promote continuous improvement of Tier 1 support desktop administration and application support for allstakeholders
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations includingcorrective action if necessary
- Gather and report operational metrics accomplishments and priorities for weekly leadership meeting(s)
- Successful delivery of services and projects pertaining to onboarding/deboarding employees call center technologiesinventory/asset management of systems innovation logistics supporting the business both on time and within budgetthrough proactive team management and leadership
- Escalation and resolution of software issues to the information systems/development team
- Escalation and resolution of thirdparty software/systems issues by the support team
- Define team goals and lead staff to achieving desired results and while being accountable for team performance
- Support for Microsoft 365 Administration
- Other duties as assigned
- Regular attendance is a requirement
Technical Support Management:
- Ticket System Management: Oversee the ticketing system to ensure all customer inquiries and issues are loggedprioritized tracked and resolved in a timely manner.
- Issue Resolution: Develop and implement troubleshooting procedures and escalation processes to quickly identify andresolve technical issues.
- Knowledge Base Maintenance: Continuously update and maintain a repository of known issues FAQs and solutiondocuments to assist support staff and customers.
Asset Inventory Management:
- Asset Tracking: Maintain an uptodate inventory of all IT hardware and software assets including their locationsconfigurations and usage.
- Asset Tagging: Ensure all assets are properly tagged and recorded in the asset management system.
Procurement and Deployment:
- Vendor Management: Collaborate with vendors to procure hardware and software that meet the organizationalrequirements.
- Deployment: Oversee the installation configuration and deployment of hardware and software ensuring compliance withestablished standards.
Maintenance and Support:
- Regular Maintenance: Schedule and perform regular maintenance of hardware to prevent issues and prolong asset life.
- Technical Support: Provide support for hardware and software issues troubleshooting problems and coordinating withother IT teams for resolutions.
License Management:
- Software Licensing: Ensure proper licensing of all software applications tracking license usage and preventing noncompliance with software vendor agreements.
- Renewals and Updates: Manage software license renewals and updates ensuring that all applications are current andsecure.
Lifecycle Management:
- Asset Lifecycle: Manage the lifecycle of IT assets from procurement to disposal ensuring data is securely wiped fromretired hardware.
- Upgrades and Replacements: Plan and execute upgrades and replacements of aging hardware and software to meet theevolving needs of the organization.
Unified Communication Systems Management:
- Implement and manage/support Zoom phone systems for entire organization
- Support enablement of new Zoom technologies across all users
- Enable Intelligent reporting to improve business conversations with clients
- Enable AI technologies to support business roles to improve efficiency and productivity
- Monitor phones systems to ensure high availability
- Manage vendor to ensure best technologies are implemented and leveraged
- Manage Zoom licensing effectively to ensure best cost
- Manage vendor on escalated issues to ensure quick turnaround time on resolution
Migration and Standardization:
- Migrate and standardize companies based on mergers and acquisitions
- Migrate accounts phones systems email files contacts calendars shared folders
Service Delivery Coordination:
- Service Level Agreement (SLA) Compliance: Monitor and ensure adherence to SLAs and take corrective actions for anydeviations.
- Service Delivery Metrics: Define and track service delivery metrics such as response and resolution times to ensurecontinuous improvement.
- Vendor Coordination: Collaborate with thirdparty vendors and service providers to ensure seamless delivery ofservices and resolution of vendorrelated issues.
Incident and Problem Management:
- Major Incidents Handling: Lead the response to major incidents coordinate with crossfunctional teams and ensure aswift resolution while keeping stakeholders informed.
- Root Cause Analysis: Conduct thorough postincident reviews to identify root causes and implement preventivemeasures.
- Proactive Problem Management: Analyze incident trends to identify recurring issues and develop strategies to preventthem.
Client Relationship Management:
- Customer Feedback and Satisfaction: Gather and analyze customer feedback to identify areas for improvement andensure high levels of customer satisfaction.
- Regular Reporting: Provide clients with regular reports on service performance major incidents and improvementplans.
- Account Management: Develop strong relationships with key client stakeholders and act as the primary point ofcontact for escalations and service delivery discussions.
Team Leadership and Development:
- Team Supervision: Oversee the daily activities of the technical support team providing guidance and support asneeded.
- Performance Management: Conduct regular performance reviews set goals and provide continuous feedback andcoaching to team members.
KPI Monitoring:
- Daily Weekly and Monthly Reports: Generate and analyze daily weekly and monthly reports on key performanceindicators (KPIs) such as firstcall resolution rate average response time and customer satisfaction scores.
Trend Analysis:
- Analyze trends in KPIs to identify areas for improvement and implement corrective actions.
Project Management:
- Project Plans: Develop detailed project plans including timelines budgets and resource allocation for initiativesaimed at improving service delivery and support.
Project :
- Lead crossfunctional project teams and ensure projects are completed on time within scope and within budget.
Technical Escalations:
- Escalation Procedures: Develop and maintain clear escalation procedures to ensure swift resolution of complextechnical issues.
Resolution Coordination:
- Act as a liaison between the technical support team clients and other internal departments to coordinate theresolution of escalated issues.
Cost Control:
- Monitor expenses and implement costsaving measures without compromising service quality.
Training and Development:
- Training Needs Assessment: Assess the training needs of the technical support team and develop tailored training programs.
- Ensure team members are continuously developing their technical skills and knowledge through workshops coursesand certifications.
- Develop and implement training programs to ensure team members are equipped with the latest technical knowledgeand soft skills.
Process Improvement:
- Continuous Improvement Initiatives: Identify and implement process improvements to enhance the efficiency andeffectiveness of technical support and service delivery.
Best Practices Implementation:
- Stay updated on industry best practices and incorporate them into the support and service delivery processes.
Automation and Tools:
- Implement automation tools and technologies to streamline processes and reduce manual efforts.
JOB QUALIFICATIONS:
Education:
- Bachelors or Associate or Information Systems or related discipline or equivalent relevant experience in addition to the minimum experience requirement.
Experience:
- Minimum of 5 years of professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum of 2 years of professional experience in leading and managing effectively IT technical support teams.
- Handson experience with a wide variety of computer software applications/tools hardware and peripherals including Microsoft365.
- Handson experience in managing and maintaining unified communications systems.
- Experience with computer security systems password and file protection.
- Basic networking knowledge to support desktop issues.
Related Knowledge Skills & Abilities:
- Solid technical background with an ability to give instructions to a nontechnical audience
- Excellent communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
- Must have a sense of urgency to resolve high priority items quickly and effectively
- Plan organize and coordinate work to meet company project objectives
- Familiarity with telephony infrastructure e.g. software licensing handsets phone lines
- Vendor management
- Asset Inventory management
- Ability to build and cultivate strong relationships and work effectively with diverse groups including business and technology stakeholders and peer groups
- Strong professional commitment to the success of the client along with a comprehensive understanding of how to enable that success through information technology and business management
- Experience developing or expanding service offerings that result in valuedriven results
- Demonstrated excellent oral and written communication skills with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge
- Strong problem solving and troubleshooting skills
- Works effectively and collaboratively with minimum direction
- Ability to manage multiple competing priorities and work under pressure in high stress and/or ambiguous situations
A FEW THINGS WE OFFER:
Competitive salary
Valuable benefits including health dental vision life disability and pet insurance coverage options!
401K with employer matching options
Generous vacation accrual
Health Care Savings Account (HSA) & Flexible Spending Account (FSA) options
7 paid holidays 2 floating holidays
Inclusive familyoriented culture
Our Core Values:
Roll Up Your Sleeves
No Job Is Beneath Anyone
Do What Is Necessary
Winners Work
Passion To Win
Never Settle
Every Detail Matters
Embrace The Suck
Care And Respect For Family
Support Serve And Trust
Golden Rule
Work Family/Home Family Balance
In order to provide equal employment and advancement opportunities to all individuals employment decisions at Class Valuation will be based on merit qualifications and abilities. Class Valuation does not discriminate in employment opportunities or practices on the basis of race color religion sex sexual orientation gender identity or expression national origin age height weight familial or marital status pregnancy childbirth or a related medical condition ancestry citizenship status disability or handicap veteran status arrest record or any other characteristic protected by applicable federal state or local laws. Our leadership team is dedicated to this policy with respect to recruitment hiring placement promotion transfer training compensation benefits team member activities and general treatment during employment.
This role will remain open for a minimum of 2 days or until filled.
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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