Job Description:

The primary accountability of the Site Support Manager is to address technical issues that arise and oversee the people and processes of the client-dedicated technical team.

Strategic and Operational Leadership

· Leading by example, support mission, vision, and values of the Company and client

· Assist with executing the strategic business plan as it relates to the client’s IT needs to achieve business goals

· Serve as a communication bridge between the client and Company leadership keeping Company leadership informed as well as acting as client advocate internally

· Ensure high levels of technical staff utilization by aligning staff expertise to projects needing completion

· Work with the Company’s remote teams to continuously improve service delivery

o Work to understand team members needs and challenges

o Analyze ticket volume and support trends to optimize resource deployment

o Own the client service issue resolution life cycle from start to finish

o Engage appropriate resources as needed

· Identify performance measurements imperative to successfully supporting client operations such as:

o Utilization

o Response and resolution times (SLA)

o Client experience measures such as CSAT

o Escalation management

· Establish, build, and maintain strong working relationships with technology vendors

· Maintain policies and procedures needed for providing effective support services

· Resolve complex problems in a thorough and timely manner utilizing appropriate resources

Staffing and Talent Development

· Build a cohesive technical team by recruiting, interviewing, and assessing high-level talent

· Onboard, train, and mentor team members for personal growth and development

· Provide ongoing training and additional learning opportunities to help team members grow their technical talent

· Maintain an effective line of communication to proactively forecast staffing needs and employee retention

General Duties

· Provide first-class client service

· Oversee special projects to ensure timely completion

· Maintain consistent performance against established goals

· Represent the highest industry standards and unyielding dedication to the Company’s leadership, clients, and employees

· Maintain a helpful, professional demeanor in all client and employee interactions

· Resolve complex issues, establish work priorities, and make decisions within established guidelines and authority

· Collaborate with internal departments to ensure goals are met and client satisfaction levels are high

· Respond to emails, telephone inquiries, and internal communication (e.g., Microsoft Teams) in a timely and efficient manner

· Follow Company policies and procedures

· Conduct routine team meetings

Other duties as assigned Working Conditions:

· General working hours are Monday – Friday, 8 am – 5 pm with limited absences. Hours vary as required to complete objectives

· Ensure escalated tickets for after-hours assistance are handled in a timely manner

· Attend occasional off-site client or industry events, webinars, and training as needed

· Appropriate attire

· Comply with Employee Handbook and Company Values

Knowledge and Skills:

· Bachelor’s degree in Information Technology, MIS or equivalent work experience plus a minimum of 5 years’ experience working on a technical support team and successfully performing against common metrics/KPI’s

· 3+ years of experience working in an IT leadership role

· Demonstrated ability to achieve goals through influence, partnership, and collaboration

· Technical certifications (e.g., Network+ or Security+) or equivalent work experience desired

· Strong knowledge of best practices used by support teams

· Strong knowledge of human resource management techniques

· Ability to work both independently and collaboratively

· Wide-ranging understanding of technology solutions needed in a business environment

· Broad understanding of project management concepts desired

· Excellent interpersonal skills

· Excellent organizational skills

· Strong analytical and problem-solving skills with a proven ability to exercise initiative, judgment and discretion

· Ability to function well in a high-paced environment

· Proficiency with standard business software