Manager

• Lead and manage a team of technology support professionals, providing guidance, support, and mentorship to drive individual and team success.
• Create and manage work schedules to ensure adequate coverage for all shifts, balancing workload across the team.
• Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth.
• Monitor support operations performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met.
• Analyze call and ticket drivers to identify trends, recurring issues, and areas for improvement.
• Collaborate with IT teams to address root causes.
• Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
• Participate in a one week on call rotation for critical incidents once every other month.
• Host regular team meetings to share updates, discuss goals, and address challenges.
• Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding.
• Act as a liaison between the support teams and other IT departments, facilitating collaboration and knowledge sharing.
• Identify opportunities to improve support processes, tools, and workflows to enhance efficiency and user experience.
• Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base.
• Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed.
• Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning.

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