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Customer Support Operations Manager
3 months ago
POSITION OVERVIEW
Reporting to the IT leadership team, the Customer Support Operations Manager is responsible for overseeing the Customer Support Centre function and its personnel. This role ensures that internal business clients receive outstanding service and fosters the development of a proficient support team. As the leader of IT service management practices within the customer support division, the Manager drives continuous enhancement in IT service management across various IT functions. The Manager plays a crucial role in service design, service level performance, and operational improvement initiatives. S/he is tasked with implementing the necessary processes, procedures, and tools to achieve these objectives.
REQUIRED QUALIFICATIONS
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related discipline
- At least 5 years of experience in leading a customer service operation within a dynamic, multi-project IT environment
- Proven leadership experience in IT service management
- Exceptional customer service, communication, and problem-solving abilities
- Strong leadership and collaboration skills to promote continuous service management improvements
- Experience in agile and/or lean methodologies is advantageous
- ITIL Intermediate certification or higher is preferred
- Familiarity with networking, telecommunications, server environments, and associated technologies
- Comprehensive knowledge of the ServiceNow platform is essential
KEY RESPONSIBILITIES
- Directs the development of IT service management practices
- Promotes ongoing improvements in IT service management
- Engages in the planning, development, and execution of IT operational priorities
- Serves as the business owner for service operations technologies, including ServiceNow, identifying opportunities for enhancement and advising on integration for optimal business value
- Leads a team of Tier 1 technicians to deliver exceptional customer service
- Manages a dedicated ServiceNow support team
- Develops, implements, and maintains key support service processes, including request, problem, and incident management
- Oversees additional support services and processes, such as employee onboarding/offboarding and device refresh cycles
- Collaborates with IT teams to create, implement, and uphold service level agreements (SLAs) and report on service delivery performance
- Works with IT teams to establish and maintain software and hardware asset management policies and procedures
- Ensures end-user requests are prioritized and addressed accurately
- Contributes to the successful implementation of new service delivery models and support strategies
- Manages the resolution of Customer Support issues by coordinating resources and providing clear communication to stakeholders
- Engages with partners, vendors, service providers, and customers to ensure services meet user needs
- Establishes metrics for utilization and costs, driving continuous improvement
- Fosters a supportive work environment by promoting effective communication, teamwork, and recognizing employee contributions
- Manages financial resources within the allocated budget, monitoring financial status and directing corrective actions as necessary
- Maintains current knowledge in the field through relevant materials and professional contacts
- Undertakes special projects or assignments as needed
- Performs other related duties as required
CORE COMPETENCIES
Customer Focus
Effective performers prioritize customer needs and strive to exceed expectations.
Team Leadership
Successful leaders understand team dynamics and actively build effective workgroups.
Quality Commitment
High standards of work quality and timely completion are hallmarks of effective performers.
Organizational Skills
Strong planning and organizational abilities enhance productivity and efficiency.
Results Driven
A focus on outcomes and achievements motivates effective performers to reach their goals.
Effective Communication
Continuous information exchange is vital for success, and effective performers ensure their teams are well-informed.
Adaptability
Successful performers embrace change and utilize change management techniques for smooth transitions.
Business Acumen
Understanding how work impacts the organization is essential for effective performers.
Relationship Management
Building and maintaining a broad network of relationships is crucial for collaboration and success.
