Manager, Deskside Support Services
Bell Techlogix, Inc.

Job Info

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The Manager, Deskside Support Services (DSM) is responsible for managing and delivering a world-class customer service experience to our client's end-users.The DSM will maintain strong and trusting relationships with internal and external customers, and ensure Key Performance Indicators of productivity, customer satisfaction, quality, and profitability are met.

Essential Functions:

• Focuses on customer service, customer relations, leadership, decision making, and critical thinking.
• Leads Deskside Support Tech Café team to achieve all operational metrics and client satisfaction standards.
• Leads Deskside Support Tech Café team in analyzing complex business-related issues as they apply to system infrastructure and provide on-demand solutions.
• Monitors problem ticket management database and follows up with assigned personnel ensuring timely resolution of problems.
• Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
• Maintains and improves profitability and operational excellence for assigned clients.
• Maintains and fosters a positive business relationship with all assigned clients.
• Provides support for compiling applicable client invoices monthly.
• Ensure that all client SLA/O's and KPI's are met.
• Maintains intimate understanding of client statements of work (SOWs) and drives company resources to fulfill its obligations.
• Participates and leads as needed in applicable client meetings & conference calls, compiles meeting notes & action items.
• Manages potential issues or opportunities for applicable client engagements.
• Takes ownership in implementing applicable strategic initiatives.
• Serves as liaison between cross functional teams to include KM, Service Desk, QA, and others to drive proactive shift left/best opportunities.
• Responsible for ensuring knowledge base includes general & client specific information that is accurate and readily available and communicates applicable knowledge, policies, and procedures to technical leads & analysts.
• Assists in quality assurance (QA) review process implementation; notifies senior management of any applicable issues in maintaining QA program.
• Serves as a player/coach and willing to do what is needed to drive results.
• Train, coach, and mentor direct reports.
• Manages and provides (if applicable) training/coaching opportunities and reviews technical/non-technical issues with technical leads & analysts in a timely manner.
• Sets stretch objectives for employees and manages performance issues consistently & effectively.
• Meets with direct reports to monitor performance and development.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented service level agreement (SLA) targets.

Required Education, Knowledge, and Experience:

• High school diploma or equivalent required.
• 7+ years' work history working in a deskside capacity with daily face-to-face end-user interface.
• 5+ years of leadership experience managing teams of 10 or more.
• Knowledge of quality standards.
• ITIL4 Foundation Certification required or achieved within twelve months of start date.
• Six Sigma Greenbelt Certification required or achieved within six months of start date.
• Proficient with Microsoft Office suite with an emphasis on Excel and knowledge of Microsoft Project.

Abilities & Skills:

• Good verbal and written communications skills at all levels of an organization, virtually or in person.
• Excellent presentation skills.
• Demonstrated highly developed interpersonal relations skills.
• Attention to detail, good organizational skills, and possess solid customer service skills.
• Demonstrated ability to prioritize multiple tasks and timelines and to meet deadlines.
• Ability to work independently and as a member of the team.
• High disciplined who leads by example and sets clear expectations and objectives for the team.
• Excellent customer service, problem solving and conflict resolution skills.
• Ability to maintain a professional business relationship with the client to effectively represent Bell Techlogix at all times.

Physical, Mental Requirements and Work Environment:

• Must be available in an on-call capacity, when needed outside of typical business hours.
• Must be able work at a computer for long periods of time.
• Must be able to work in a fast-paced work environment.
• Must be able to travel up to 25% of the time to visit client sites and assigned staff.

Conditions of Employment: Must pass pre-employment (post-offer) background check and drug screen.

Equal Opportunity Employer - Disabilty and Veteran

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