IT Service Support Manager

Job Summary: This position provides our customers with the best possible customer service and technical support. The Service Support Manager not only a leadership role to Service Support Specialist but is also the “go-to” person in the department for guidance on difficult technical problems and customer service issues. Flexibility is a must in order to adapt and solve the evolving problems in the industry, as well as excellent follow up within and outside of the company.

Qualifications:

• Handle escalated technical issues within the department, providing the best solution for the customer.
• Performing quality assurance with recent customer contacts to make sure their issues are resolved 100% and received quality customer service.
• Perform managerial tasks for your department such as review of timecards to ensure completion and accuracy, time off/sick requests, employee evaluations, and leading weekly Level 10 meetings.
• Training employees to keep them on the leading edge of the industry, providing them with the best tools to perform their daily responsibilities.
• Ensure all ticketing systems, domain renewals, system audits, etc. are being followed up on and kept current.
• Revise existing programs to increase operating efficiency or adapt to new technological requirements.
• Track service visits, recoveries, and areas with consistent service issues to help determine areas with possible tower issues where a network upgrade would be beneficial to alleviate problems (oversaturation, Non-line of site solution, etc.)
• Act as the liaison between Infrastructure & Database Management, escalating higher level problems to be addressed quickly.
• Ability to effectively communicate issues and resolutions to all levels of the organization
• Ability to maintain confidentiality with sensitive customer and internal information

License Requirements:

• Class III Gaming License

Essential Job Functions:

• Must be the “Public Face” of the organization, keeping yourself in sync with the department to increase communication with your team while promoting customer satisfaction.
• Must multi-task and prioritize the responsibilities of the position, while being flexible to fix issues that arise.
• Excellent Leadership & Customer Service skills, able to maintain a cooperative working relationship with a varied and diverse population.
• An advanced knowledge of networking solutions at an enterprise level.
• Must demonstrate the desire to learn, supported with a love for technology.
• Must be able to be very flexible with daily tasks, handling multiple interruptions and adjustments to priorities throughout the day.
• Must have proven ability to work within a fast-paced, high-change environment.
• The Service Support Manager will report to the IT Director.

Physical/Mental Requirements:

• Constantly talking or hearing; standing; walking; sitting; using hands to finger; handling or feeling objects, tools or controls.
• Constantly requires specific vision abilities of close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Occasionally reaching with hands and arms and sitting; climbing or balancing; stooping, kneeling, crouching or crawling.

Working Conditions:

• Drug Free Environment; may work in smoking area.