CBTS

Managed Services Support Specialist

CBTS

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $54,000 - $73,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudCyber Security

About the role

  • Provide leadership and guidance to the Service Desk team and internal stakeholders
  • Monitor and manage ticket queues to ensure proper assignment, prioritization, and resolution of customer issues
  • Maintain exceptional ticket documentation and SLA attainment
  • Identify trends, address recurring issues, and develop methods to monitor ticket queues
  • Engage in Service Coordination and/or Implementation Coordination activities
  • Drive continuous service improvement, evaluate customer satisfaction, establish goals and metrics, and provide reporting and feedback to the business
  • Support launch of new products or system enhancements

Requirements

  • 4–6 years of experience in Managed Services and/or IT Industry, preferably with customer-facing responsibilities
  • Service or Network Operations experience with strong understanding of operational support and analysis
  • Strong interpersonal skills with proven ability to build relationships with customers, operational personnel, and account teams at all levels
  • Technical understanding of ITIL best practices, support functions, applications, and processes
  • Balanced knowledge and working experience in: Day-to-day change, incident, and problem management processes; Reporting and tracking of key operational performance metrics; Project management methodologies and processes
  • Ability to function in complex, challenging customer environments, influence change, and negotiate mutually beneficial solutions