Manager, Deskside Support Services

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

The Manager, Deskside Support Services (DSM) is responsible for managing and delivering a world-class customer service experience to our client’s end-users. The DSM will maintain strong and trusting relationships with internal and external customers, and ensure Key Performance Indicators of productivity, customer satisfaction, quality, and profitability are met.

Essential Functions:

• Focuses on customer service, customer relations, leadership, decision making, and critical thinking.
• Leads Deskside Support Tech Café team to achieve all operational metrics and client satisfaction standards.
• Leads Deskside Support Tech Café team in analyzing complex business-related issues as they apply to system infrastructure and provide on-demand solutions.
• Monitors problem ticket management database and follows up with assigned personnel ensuring timely resolution of problems.
• Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
• Maintains and improves profitability and operational excellence for assigned clients.
• Maintains and fosters a positive business relationship with all assigned clients.
• Provides support for compiling applicable client invoices monthly.
• Ensure that all client SLA/O’s and KPI’s are met.
• Maintains intimate understanding of client statements of work (SOWs) and drives company resources to fulfill its obligations.
• Participates and leads as needed in applicable client meetings & conference calls, compiles meeting notes & action items.
• Manages potential issues or opportunities for applicable client engagements.
• Takes ownership in implementing applicable strategic initiatives.
• Serves as liaison between cross functional teams to include KM, Service Desk, QA, and others to drive proactive shift left/best opportunities.
• Responsible for ensuring knowledge base includes general & client specific information that is accurate and readily available and communicates applicable knowledge, policies, and procedures to technical leads & analysts.
• Assists in quality assurance (QA) review process implementation; notifies senior management of any applicable issues in maintaining QA program.
• Serves as a player/coach and willing to do what is needed to drive results.
• Train, coach, and mentor direct reports.
• Manages and provides (if applicable) training/coaching opportunities and reviews technical/non-technical issues with technical leads & analysts in a timely manner.
• Sets stretch objectives for employees and manages performance issues consistently & effectively.
• Meets with direct reports to monitor performance and development.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented service level agreement (SLA) targets.

Required Education, Knowledge, and Experience:

• High school diploma or equivalent required.
• 7 years’ work history working in a deskside capacity with daily face-to-face end-user interface.
• 5 years of leadership experience managing teams of 10 or more.
• Knowledge of quality standards.
• ITIL4 Foundation Certification required or achieved within twelve months of start date.
• Six Sigma Greenbelt Certification required or achieved within six months of start date.
• Proficient with Microsoft Office suite with an emphasis on Excel and knowledge of Microsoft Project.

Abilities & Skills:

• Good verbal and written communications skills at all levels of an organization, virtually or in person.
• Excellent presentation skills.
• Demonstrated highly developed interpersonal relations skills.
• Attention to detail, good organizational skills, and possess solid customer service skills.
• Demonstrated ability to prioritize multiple tasks and timelines and to meet deadlines.
• Ability to work independently and as a member of the team.
• High disciplined who leads by example and sets clear expectations and objectives for the team.
• Excellent customer service, problem solving and conflict resolution skills.
• Ability to maintain a professional business relationship with the client to effectively represent Bell Techlogix at all times.

Physical, Mental Requirements and Work Environment:

• Must be available in an on-call capacity, when needed outside of typical business hours.
• Must be able work at a computer for long periods of time.
• Must be able to work in a fast-paced work environment.
• Must be able to travel up to 35% of the time to visit client sites and assigned staff.

Conditions of Employment: Must pass pre-employment (post-offer) background check and drug screen.

Equal Opportunity Employer - Disabilty and Veteran

Education

• High School or better in High School Diploma

• Bachelors or better in Business Administration or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)