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Dell

Technical Support Manager I
Greater Nashville Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description

Dell Inc.'s wholly owned subsidiary Dell Services Federal Government, Inc. (DSFG) is seeking a Technical Support Manager I who will be the overall manager and supervisor for multiple Help Desks in geographically separated areas. Interacting directly with DSFG management and the customer, directs and manages the performance of all contractual services and obligations and ensures that service levels are achieved. Ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Supervise other managers and supervisors, and direct them in the performance of their duties. Guide supervisory and management staff in the development of their skills and knowledge.

Key Responsibilities Include:
-Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
-Work directly with the primary customer to assure complete satisfaction and alignment to goals of the contract.
-Train, coach and mentor Service Desk Specialists including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
-Provide data and reporting of KPI's, SLA's, and trends to the customer and management and others in ad-hoc, weekly, and monthly formats. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for all issues. Monitor and manage phone queue (participating in escalated calls as needed).
-Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation.
-Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and budgeting responsibility. Review survey feedback to improve services, tools and support experience.

Required Skills

-Knowledge of Help Desk operations

Desired Skills

-Outstanding communications skills
-Ability to think outside the box" and work complicated issues.
-Strong management skills.
-Knowledge of Service Desk practices and procedures within DSFG.

Education

BS Degree

Experience

Typically requires at least 8+ years relevant experience without Degree; 3+ years relevant experience with Undergraduate Degree; 2+ years relevant experience with Graduate Degree; 2 years managerial experience

Requirements

Hazards

No salary provided

Posted June 02, 2015 at 03:06AM from LinkedIn http://ift.tt/1FqZsFI
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