Experience Inc. Jobs

Overview:

We are seeking a Tech Squad Team Leader to join our dynamic team. As the Manager of Team Leaders, you will be responsible for overseeing remote support operations, troubleshooting technical issues, and improving customer experience through trend reporting and strategic planning.

Primary Responsibilities:

• Manage a team of team leaders, providing guidance, support, and direction to ensure efficient operation and exceptional customer service.

• Oversee remote support operations, including troubleshooting technical issues and resolving customer inquiries.

• Utilize PowerBI to analyze trends and generate insightful reports to improve customer experience.

• Utilize ServiceNow to manage tickets, standard reports, and track performance metrics.

• Collaborate with team members to identify trends and opportunities for improvement in customer support processes.

• Communicate effectively with all levels of the organization, including front-line workers, executive vice presidents, and regional presidents.

• Present strategies to improve customer experience to a wide audience, including senior leadership.

• Supervise desktop support and endpoint support activities, ensuring technical components of onsite and remote work, VPN, proxies, and architecture are well understood and effectively utilized.

• Provide leadership and mentorship to direct reports, fostering a collaborative and high-performing team culture.

• Continuously assess and refine support strategies to meet evolving customer needs and technological advancements.

Education and Experience Required:

A combined minimum of 9 years’ higher education and/or work experience, including a minimum of 4 years’ technology or systems experience and 3 years' leadership experience

Previous experience in a leadership role, managing a team of technical support professionals.

Proficiency in ServiceNow ticketing system.

Strong analytical skills, with experience using PowerBI preferred.

Excellent communication and presentation skills, with the ability to articulate complex technical concepts to diverse audiences.

Proven ability to prioritize and manage multiple tasks in a fast-paced environment.

Strong understanding of desktop support, endpoint support, and technical components of remote work.

Familiarity with VPNs, proxies, and network architecture.

Ability to collaborate effectively with cross-functional teams and stakeholders.

Commitment to delivering exceptional customer service and driving continuous improvement initiatives.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $97,869.52 - $163,115.87 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location:

Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.