Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support 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. To be a Technical Support 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)
Posted 1 day ago
"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Description:
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first-call resolution, and identifying opportunities to streamline/automate the agent process.
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in-person
Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation, and communicating the status to the end user promptly
Identifies and works with internal end users to provide guidance and support, sound communications, and customer service principles without becoming unprofessional in difficult situations
Provides investigation, diagnosis, resolution, and recovery for hardware/software problems
Installs modifies, cleans up, runs diagnostic programs, and repairs computer hardware/ peripherals and software
Qualifications:
***Responsible for high-quality end-user technical support, related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation, diagnosis, resolution, and recovery for hardware/software problems
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.