The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
The Technical Support Specialist (TSS) is responsible for handling matters relating to field issues, technical support, and product returns (RMA's). The TSS will field phone calls and emails from external stakeholders, including rep agents, specifiers, and contractors, providing technical assistance with questions, applications, and installation support. They will also communicate known field issues, commonly asked questions, and tech tips to the sales team for customer support. The TSS collaborates with other departments to communicate known product issues and assist in developing appropriate fixes. This position requires a high degree of technical knowledge specific to the lighting industry, with regular training to maintain expertise. Strong interpersonal skills, patience, and professionalism are essential to effectively communicate with customers of varying lighting experience and personalities. The TSS will exercise discretion and independent judgment in performing duties and handle special assignments and tasks with minimal supervision. Some travel when deemed necessary. Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. The location for this role is Madera, CA.
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