Level 2 Technical Support Manager

Escanaba, MI - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Michigan Broadband Services is looking for a Level 2 Technical Support Manager to work in our Escanaba MI office. This position is ideal for someone with a strong background in managing support teams optimizing workflows and delivering exceptional service. The Level 2 Technical Support Manager will oversee the day-to-day operations of the support desk ensuring timely and high-quality responses to customer inquiries incidents and service requests. The Level 2 Technical Support Manager will establish and uphold service standards drive operating excellence and ensure that satisfactory resolutions are completed in a timely manner. This position may require the ability and/or availability to work some evenings weekends and holidays.

RESPONSIBILITIES:

Utilize systems and network diagnostic tools to identify and isolate end-user technology problems.
Manage a team of support agents handling inbound support requests to ensure the team consistently delivers high-quality professional customer service experience.
Act as a point of escalation for high-priority or complex customer issues.
Monitor and improve customer service KPIs such as response times resolution times satisfaction scores and first-contact resolution ensuring compliance with Service Level Agreements (SLAs).
Collaborate with other departments to ensure alignment and support of company-wide technology initiatives are being followed.
Develop and maintain support procedures training materials and standard operating procedures.

QUALIFICATIONS:

5 years of IT experience including at least 2 years in a leadership role managing IT support/help desk teams.
Strong knowledge of IT service Management best practices.
Excellent leadership communication and problem-solving skills.
Ability to learn and retain new technology skills and troubleshooting processes.
Excellent critical thinking and decision-making skills.
Ability to remain calm and present yourself professionally in high stress situations.
Familiarity with ADTRAN AOE platform Calix platforms Ubiquity and Plume is a plus.
Knowledge of Microsoft applications

BENEFITS:

Health dental and life insurance
401(k) with company match
Paid time off
Holiday pay

Required Experience:

Manager

RESPONSIBILITIES:

Utilize systems and network diagnostic tools to identify and isolate end-user technology problems.
Manage a team of support agents handling inbound support requests to ensure the team consistently delivers high-quality professional customer service experience.
Act as a point of escalation for high-priority or complex customer issues.
Monitor and improve customer service KPIs such as response times resolution times satisfaction scores and first-contact resolution ensuring compliance with Service Level Agreements (SLAs).
Collaborate with other departments to ensure alignment and support of company-wide technology initiatives are being followed.
Develop and maintain support procedures training materials and standard operating procedures.

QUALIFICATIONS:

5 years of IT experience including at least 2 years in a leadership role managing IT support/help desk teams.
Strong knowledge of IT service Management best practices.
Excellent leadership communication and problem-solving skills.
Ability to learn and retain new technology skills and troubleshooting processes.
Excellent critical thinking and decision-making skills.
Ability to remain calm and present yourself professionally in high stress situations.
Familiarity with ADTRAN AOE platform Calix platforms Ubiquity and Plume is a plus.
Knowledge of Microsoft applications

BENEFITS: