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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 is tasked with developing and sustaining a proficient support team. The Manager also serves as the leader of IT service management practices within the customer support division, driving ongoing enhancements in IT service management across various IT functions. This position plays a critical role in service design, performance management, and the pursuit of continuous operational enhancements.
KEY 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 is essential.
- Exceptional customer service, communication, and problem-solving abilities are required.
- Strong leadership and collaborative skills to promote continuous improvement in service management across IT functions.
- Experience in agile and/or lean methodologies is preferred.
- ITIL Intermediate certification or higher is advantageous.
- Familiarity with networking, telecommunications, server environments, and associated technologies is beneficial.
- Comprehensive knowledge of the ServiceNow platform is mandatory.
RESPONSIBILITIES
- Lead the development of IT service management practices.
- Drive continuous improvement initiatives in IT service management.
- Participate in the planning, development, and execution of IT operational priorities.
- Act as the business owner for service operations technologies, including ServiceNow, identifying opportunities for enhancements and advising on integration to maximize business value.
- Manage and guide a team of Tier 1 technicians to deliver exceptional customer service.
- Oversee a dedicated ServiceNow support team.
- Develop, implement, and maintain key support service processes such as request management, problem management, and incident management.
- Collaborate with IT teams to create and uphold service level agreements (SLAs) and report on overall service delivery performance.
- Ensure that end-user requests are prioritized and addressed consistently and accurately.
- Foster a supportive and productive work environment by promoting teamwork and recognizing employee contributions.
- Manage financial resources within the allocated budget and monitor financial reporting.
- Stay current with industry knowledge by reviewing relevant materials and maintaining professional contacts.
- Undertake special projects or assignments as necessary.
CORE COMPETENCIES
- Customer Focus: Understand and anticipate customer needs to deliver exceptional service.
- Team Leadership: Build and maintain effective teams by understanding team dynamics.
- High Standards: Maintain a commitment to quality and timely completion of work.
- Organizational Skills: Manage time effectively and prioritize tasks efficiently.
- Results Driven: Focus on achieving outcomes and maintaining a sense of urgency.
- Effective Communication: Ensure clear and continuous information exchange.
- Adaptability: Embrace change and modify approaches to meet organizational goals.
- Business Acumen: Understand the interconnectedness of business processes.
- Relationship Management: Establish and maintain a broad network of professional relationships.
