IT Support Services Manager - On site / Kenosha County, WI

Company Description

Would you like to contribute to exciting digital transformation projects with people who are passionate about innovation? With TeamWork Management, the possibilities are endless. We are a local fast-growing company with a global reach, powered by the Swiss group TeamWork Corporate and 20 years of uninterrupted growth.   

Joining our TeamWork Management subsidiary in Boston means being part of our US-based team with 60 information technology specialists in a fun environment where diversity and international talent are put forward. We offer opportunities for continuous learning, a robust benefits package, remote work flexibility, and lots of company perks!  

Who are we?

TeamWork is an independent international group, founded in 1999 in Geneva by our current CEO Philippe Rey-Gorrez. We are your strategic partner in digital transformation, specializing in four core businesses: Management Consulting, SAP Business Solutions, Data Analytics and Technology Platforms. Recognized by our clients for our expertise and experience, TeamWork supports both major international groups and SMEs. TeamWork Management, the group’s US subsidiary, was created in 2017.  

With US offices in Boston, Fort Lauderdale and San Diego, our approach is universal: supporting our clients in all aspects of their digital transformation projects.

Job Description

IT Support Services Manager

We are seeking an experienced IT Support Services Manager to lead our technical support team and ensure seamless incident resolution, outstanding customer experiences, and continuous process improvements. In this role, you will oversee escalations, manage key performance indicators (KPIs), and drive operational excellence based on ITIL principles. Your team will be responsible for incident management, change requests, and escalations related to our clients' IT infrastructure and hosted solutions.

Key Responsibilities

Team Leadership & Support Management

• Oversee the Technical Services & L3 team, directing workload and ensuring timely issue resolution.
• Manage escalations effectively, providing hands-on assistance when needed.
• Develop and implement support strategies to enhance customer satisfaction and service efficiency.
• Ensure the team maintains a high level of professionalism and adheres to best practices in communication and issue resolution.

Operational Excellence & Process Improvement

• Track and analyze KPIs & SLAs, ensuring targets for customer satisfaction and operational efficiency are met.
• Identify and implement process improvements to optimize support functions.
• Develop and maintain systems for ongoing customer support and software troubleshooting.
• Oversee third-party vendor relationships, setting service level expectations and managing performance.

Training, Mentorship & Collaboration

• Provide coaching and mentorship to Technical Services team members, fostering skill development in both technical expertise and customer service.
• Encourage knowledge sharing and cross-functional collaboration to enhance team performance.
• Maintain and expand technical knowledge across product lines, ensuring the team is well-equipped to support our customer base.

Qualifications

• 5 years of experience leading a technical team and/or service delivery in a software company.
• 8 years in a technical or service delivery role such as technical support, software development, integration, or project management.
• Strong analytical, research, organizational, and planning skills.
• Excellent teamwork, communication, and stakeholder management skills.
• Proven experience with ITIL methodologies.
• Familiarity with SaaS platforms or other technical software is a plus.
• Experience in a medical and/or research environment is an asset.

Additional Information

• Location: Kenosha County, WI
• Contract Type: Contractor
• Contract Length: 6 months, renewable if proven successful
• Work Mode: Mon-Fri on site in Kenosha County, WI