Manager, Customer Support

General Characteristics Defines service levels, service agreements and manages the help desk operation.

Establishes processes to identify, track, escalate, resolve and report customer problems.

Jointly, with the customer, defines standards and measures for quality and customer satisfaction requirements.

Analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction.

Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.

Education:

• Bachelor’s Degree in Computer Science, Information Systems, or other related field.


• Or equivalent work experience.

Experience:

• A minimum of 7 years of IT work experience including managing team(s) responsible...