Customer Implementation Support Manager

Dallas, Texas (On-site)

$80,000 - $90,000

MUST HAVE CALL CENTRE EXPERIENCE

Our client is looking for an experienced, technical Manager of Customer & Implementation Support to lead the customer support and implementation team. The ideal candidate will have a strong technical background and be able to interact with technical and non-technical resources.

In this role you will be expected to manage several employees and be a technical hands-on resource, serve as the point of contact for engineering activities inside the group, and manage escalations for incidents or problems. You will also be responsible for writing policies, process, and procedures relevant to your department.

Responsibilities:

• Manage all day-to-day support, implementation, and operations activities for the customer locations and internal infrastructure
• Uphold a customer centric mindset
• Lead issue management for high severity issues, including taking support escalations when needed
• Lead a team of support technicians and implementation engineers
• Communicate incident status to the senior leadership team
• Manage the Support ticket and phone queues
• Create and maintain team schedules
• Resolve customer conflict and handle customer escalations
• Coordinate with internal teams to root cause customer issues
• Update status reports and metrics for all support activities
• Participate in management on call rotation as needed
• Train new team members and provide continual employee development through 1:1 feedback
• Work with the IT team to define required system monitors and thresholds
• Create and maintain KB articles
• Set and maintain all customer support & implementation procedures and policies
• Cover support technician shifts and work support incidents when needed
• Participate in “on-call” rotation with your peer manager to cover after hours incidents
• Create and maintain KB articles
• Work in conjunction with the engineering team to ensure proper handoff to implementation team of all new features and functionality

Qualifications:

• 3 years managing a "Server Side" support team
• 3 years working as a support / IT engineer
• Strong knowledge of general network & Windows Server technologies
• Experience managing and reporting on all aspects of technical support
• Strong written and verbal communication skills
• Effective time management
• Must be willing to adjust work schedule as needed