Experience Inc. Jobs

Description

We are offering an exciting opportunity for a Technical Support Manager in Dutchess County, New York, United States. The role involves leading and providing direction to the technical support teams and identifying ways to improve service delivery processes. You will be monitoring and reporting on department performance indicators and providing crucial support to both external and internal customers.

Responsibilities:

• Lead and direct the Technical Support teams in delivering excellent service to customers

• Identify and implement process improvements to increase efficiency and productivity

• Monitor and report on department KPIs such as case management and customer response times, and identify areas of improvement

• Promote organizational and departmental goals by providing continuous customer-centric service and support

• Provide guidance and support to teams in addressing complex problems and managing escalated complaints or disputes

• Serve as a subject matter expert through close collaboration with internal technical, development, and program teams

• Participate in customer meetings and collaborate with internal stakeholders to resolve customer issues

• Identify training needs and create and deliver training content to the technical service team to ensure a high degree of competence within the group

• Identify emerging customer support trends; collect information, test and confirm, escalate as needed, and provide team(s) with a workaround or solution.

Requirements • Minimum of 5 years of experience in a similar role or related field.

• Proficient with Cisco Technologies, Citrix Technologies, Cloud Technologies, and Dell Technologies.

• Solid understanding and experience with ITSM, Active Directory, and Computer Hardware.

• Demonstrated skills in Configuration Management, Deployments, and Deskside Support.

• Knowledge of ServiceNow ITSM is required.

• Excellent problem-solving abilities and a customer-oriented mindset.

• Strong leadership skills to manage and lead a technical support team.

• Proven ability to work effectively in a team environment.

• Excellent verbal and written communication skills.

• Ability to manage multiple tasks and priorities simultaneously.

• Bachelor's degree in Information Technology, Computer Science or related field is preferred. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .