Manager, Enterprise Technology Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversees and directs a team of Technology Support Specialists.

• Guides the Technology Support Team in adhering to established enterprise and security standards, policies, and procedures.

• Demonstrates extensive knowledge of the devices, proprietary SaaS applications, and third-party SaaS applications utilized across the organization.

• Works collaboratively with business units to establish and uphold a Service Level Agreement (SLA) between the Technology Support Team and the Business Units.

• Defines and disseminates metrics related to SLA performance and service quality.

• Mentors and trains the Technology Support Specialists on practices to consistently surpass established SLAs.

• Manages the complete lifecycle of New Hires, Terminations, and Account Changes, encompassing hardware procurement, inventory management, recovery, and refurbishment.

• Maintains daily vendor relationships with partners involved in hardware, warehousing, recovery, and refurbishment.

• Develops and oversees the technology-related onboarding and offboarding processes, procedures, documentation, and live sessions to assist Human Resources with the employee and contractor lifecycle.

• Conducts team performance discussions, providing coaching and guidance in alignment with team KPIs.

• Applies logic and reasoning to assess the strengths and weaknesses of various technical solutions, conclusions, or problem-solving approaches, promoting data-driven decisions.

• Engages with stakeholders to identify emerging business needs and opportunities.

• Aims to understand system requirements, delineating what it should and should not do, while establishing operational standards and resource usage "budgets."

• Fosters strong relationships with both business and technology partners.

⛳️ Requirements

• Bachelor's Degree or equivalent relevant experience.

• Over 5 years of IT experience, with a minimum of 4 years in customer support and/or success roles.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.