Technical Support Manager; Mac Environment
Posted on Jul 11, 2019 by CV-Library
Key Responsibilities include
Mange an international team of support staff providing top tier technical solutions and customer service to our community of incredible staff spanning the globe
Monitor team member performance, set individual goals, meet for regular 1-on-1s, and perform yearly reviews
Conduct interviews and lead hiring qualified team members
Define performance standards and ensure adherence to those standards
Improve team engagement
Work with the Director of Infrastructure and Support to establish support initiatives and strategy, establish project timeliness
Prioritize a high-volume of competing tasks in a fast-paced environment, manage stakeholder expectations.
Manage service levels and drive initiatives to improve customer experience ranging from traditional IT support to specialized application support.
Collaborate with support teams across the globe to align best practices and processes
Manage complex global projects from design to execution.
Develop communication strategy internally and externally for support related initiatives.
Coordinate inventory, procurement of hardware and software licensing.
Work with customers, internal staff and business partners to identify areas of improvement in support processes.
Participate in the acquisition cycle for new hardware and software tools as well as establishes relationships with technology vendors and manage contracts.
Meet with Senior leadership on a regular basis to discuss, evaluate, and implement any change to services that may be required.
Minimum Technical Experience:
Both Mac OS and Windows (This is a 99% mac environment)
G Suite and Office 365
Cloud Tools - LogMeIn
Casper / JAMF
Networking including LAN / WAN
Excellent communication skills and the ability to work in a team environment spanning the globe
Strong leadership, motivation and interpersonal skills
Will have strong vendor management experience.
Ability to use critical thinking and find creative solutions to problems
Strong organizational and time management skills
Able to explain complex technical solutions to non-technical staff.
University bachelor's degree or related experience.
Proven experience managing a team of support specialist