Support Manager
Robert Half New York
We are offering an exciting opportunity for a Support Manager in the heart of New York. This role is centered within a dynamic industry and requires a detail-oriented individual who will be managing client accounts, coordinating team efforts, and ensuring efficient ticket management.
The ideal candidate will also play a key role in hiring, onboarding, and development processes, as well as technology management within the company.
Key Responsibilities:
- Ensuring the satisfaction of key clients through proactive management and identifying opportunities for growth.
- Collaborating with the team to prepare projects and proposals in response to significant changes in a client's technology stack.
- Responsible for effectively resolving client concerns and escalations stemming from service tickets.
- Analyzing ticket reports to identify patterns and areas of focus for improving efficiency and discovering sales opportunities.
- Coordinating with colleagues to provide client support, ensuring tickets are handled properly and responses are within contractual SLA requirements.
- Identifying root causes of issues, conducting proactive work to reduce recurring tickets and improve overall service.
- Managing team efforts in regards to any substantive changes required in client workflow processes to maintain company standards.
- Participating in the hiring and onboarding process, facilitating monthly development meetings with direct reports, and identifying development opportunities for team members.
- Working closely with the Security and Technology teams to configure, install and maintain clients’ front-end and back-end infrastructure systems, including servers, networks, cloud systems, security systems and workstations.
- Identifying opportunities for the improvement of internal tools and services in consultation with the Director of Support.
- Empowering team members to develop comprehensive knowledge of their clients, including technical profiles, personalities, and workflow requirements. • Applicants must have a minimum of 3 years' experience in a similar role.
- Proficiency in Windows Server is essential for this role.
- Knowledge and experience in Cisco Networking is required.
- Familiarity with Google Workspace is a key requirement.
- Candidates must have practical experience with Office 365.
- Proficiency in using Intune is a must.
- Experience in Mobile Device Management is crucial.
- Applicants should have practical knowledge of VMware.
- Candidates must possess experience in Hyper-V.
Blake Smith Staffing, LLCNew York
Summary of the main functions covered by the job holder:
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