Technology Customer Service Manager

About Solutions Management Group

Founded in 1995 as Midwest Document Systems, Solutions Management Group has grown into a locally owned technology and office solutions provider headquartered in Davenport, Iowa.

We provide a wide range of business technology services, including print and document solutions, technology lifecycle management, workflow automation, integrated support, structured cabling, Audio Visual (AV) solutions, and Video Security Access Control (VSA).

At SMG, we believe exceptional customer service is the foundation of our business and that every employee contributes to our continued growth and success

Job Purpose

The Customer Service Manager is responsible for leading a team of Service Desk Analysts, Customer Support Technicians and AV/Computer Support Technicians on a Community College campus. They will manage the technology endpoints as contracted/agreed upon/assigned by each college. Ensure policies and procedures set by the leadership team are applied consistently.

The Customer Service Manager will organize and coordinate endpoint deployment and break- fix efforts by the day-to-day coaching of full-time and part-time technicians, ensuring efficient and accurate resolution of incidents and requests.

This position will focus on First Contact Resolution (FCR) and will directly interface with the Incident & Service Request Teams to escalate the resolution of all remaining issues. In addition, the Customer Service Manager will manage the computer inventory, coordinate the creation of self-help documentation based on trending of common questions, and develop training content.

Key Responsibilities

• Provides excellent customer service to all Community College staff, faculty, and students

• Participates in the hiring/training/developing of Service Desk Analysts, Customer Support Technicians, AV/Computer Support Technicians and positions assigned to a specific campus (see supervisory responsibilities on page two)

• Provides coaching and direction of staff by assigning appropriate resources and reviewing processes & deliverables of all activities performed by their team

• Facilitates ongoing communication between the Service Desk, Department functional units, and System Administration as necessary to ensure rapid incident resolution

• Engages with the client's CIO on a regular basis and coordinates the reoccurring checkpoint meetings

• Motivates team to utilize Industry best practices and deliver outstanding customer service and satisfaction to all locations

• Leads and participates in projects, using departmental incident/project tracking software and Agile work-flow methodologies

• Manages technician development, training, and ongoing performance of team.

• Produces Quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams

• Compiles reports of SLA’s targets/numbers/types of requests, analyze the data and then communicate to team

• Manages inventory of technology equipment, projects, lifestyle replacement timing, and location of devices

• Works with various departmental leaders and stakeholders to implement service delivery & support requirements

• Establishes target activities and manages Service Desk Analysts team daily workflow

• Utilizes effective troubleshooting skills, tools, and communication with end users to resolve First Contact Resolution issues

• Responds quickly and professionally to requests through the Customer Support Service Desk

• Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided

• Ensures Total Ownership to Resolution (TOR) by taking ownership of issues, following up with status updates, and properly communicating to our customers

• Coordinates the creation of knowledge based and procedural guidelines

• Provides input and feedback towards best practices and improves processes with larger Customer Support Team

• Acts as first point of contact, mentors and coaches the Service Desk Analysts and works closely with the Customer Support Services Leadership Team

Qualifications

• Employee must be able to execute strong customer service skills

• Associate degree or bachelor’s degree in business management, Computer Science or related field

• Management experience is required

• Microsoft office experience is required

• Possess a valid driver’s license.

Preferred Education/Experience

• Experience with ITIL methodology

• Experience supporting Higher Education staff and faculty

• Experience supporting end users utilizing educational/presentation technology peripherals

Work Schedule

• The employee works a full-time schedule, Monday-Friday from 8:00am-5:00pm
• Must be able to work evenings as required or necessary
• This position is Exempt

Benefits

Solutions Management Group offers the following benefits, subject to eligibility:

• Health, dental, and vision insurance
• Company-paid short-term and long-term disability insurance
• Company-paid $10,000 life insurance policy
• Section 125 Flexible Spending Account
• 401(k) retirement plan with company match
• Paid time off, vacation, and holidays
• Paid volunteer time
• Employee Assistance Program (EAP)

Solutions Management Group is an Equal Opportunity Employer.