Sr. Manager Technical Support Tier 1
Vacancy expired!
Planet Technology's direct end-user client is looking for a Sr. Manager of Technical Support Tier 1. This is a Direct Hire FTE position, would prefer the candidate to be onsite in San Francisco. Salary range 110-160K. This person will lead the Front Line Technical Support Teams (Tier 1), which is responsible for phone and chat support to clients. They will focus on monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. The break down of duties will be:70% execution day to day10% strategy20 mid-term planning They will be hands-on in nature, leading a team of managers and supervisors, full-time employees, and contract workers. This team provides support for commercial and mid-market clients. 65% of the total call volume is handled with this team. The average team member is handling about 20 tickets/day but they need to increase this.
They will manage a team of: 4 managers/supervisors (direct reports) 45 Tier 1 support (indirects) Day to day: Directly manage a teams of managers, supervisors, and Technical Support Specialists Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s for phone and chat, Highly visible to the team and active in managing schedules and making real-time adjustments to assignments to ensure fast response and quality service Successfully manage onboarding and continuous education for members of the team Manage interactions between Support and other departments pertaining to customer issues/feedback Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself Partner with Senior Leadership to build and evaluate goals and objectives around customer satisfaction, organizational efficiency, and employee engagement. Analyze and report on top customer trends to Senior Leadership and Product Development teams to help identify opportunities for product and process improvements. Need someone with a call center environment background (examples: handle time, setting up IBRS)Must haves: B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.) 5+ years of leadership experience in technical support team Experience with vendor mgmt/outsource partners (open to bring in relationships) Experience managing remote employees (a good portion of team is remote) Experience managing managers and supervisors Experience using data analytics to make decisions Strong problem solving and troubleshooting skills with the ability to exercise mature judgment Experience managing in a contact center environment with high phone volume and understanding on how to positively impact service levels. Ability to balance between strategic projects and initiatives, and tactical day-to-day management of a team (including actively coaching on case handling, monitoring of queues & schedules). Demonstrated experience as a senior resource leading in the definition of systems strategy, gathering and documenting business requirements.Nice to haves: A degree in an STEM field is a plus; an MBA is a big plus Planet Technology Company Description Planet121 is an internationally recognized IT Consulting Services firm established in 2003 with a specialty in SAP, Cloud Solutions & Big Data. We understand the marketplace and pride ourselves on serving IT candidates as individuals, not commodities. We recognize a candidate’s personalized skills and can match them with both direct end clients and select consulting partners. Additional InformationIf you are interested, please respond to this ad with an updated resume and a summary of your skills. We look forward to hearing from you soon.All your information will be kept confidential according to EEO guidelines.Vacancy expired!