Facebook pixel

IT Support Manager
Posted on 12/1/2022
INACTIVE
Locations
California, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JIRA
Requirements
  • Has expertise in active directory (AD), identity management (Okta), and ticketing systems (JIRA Service Desk or similar)
  • Has an affinity for (and experience with) providing world-class customer support
  • 4+ years experience leading a support team
  • 5+ years of support experience
  • Able to communicate complex technical topics to customers and coworkers of varying technical skill levels
  • Has extensive experience building out and scaling teams
  • Experience in creating and implementing new processes and procedures
  • Experience writing support content
  • Experience leading a remote team across different geographies
  • Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to IT engineering team to resolution
Responsibilities
  • Helping build a team of Support personnel who are focused on delivering world-class technical support for a diverse workforce
  • Helping Support personnel develop and nurture their skills and experience
  • Building processes that enable team members to collaborate and execute
  • Holding regular 1:1s with all members of your team
  • Engaging with our users to triage their issues via tickets and video conferencing
  • Creating, updating, or reviewing documentation changes based on customer interactions
  • Fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction
  • Improving the customer experience in measurable and repeatable ways
  • Identify problematic areas and implement strategic solutions in a timely fashion
  • Assisting with the development of an organizational knowledgebase
  • Ensuring that Service Desk SLAs are met
Newfront Insurance

501-1,000 employees

Newfront is the modern commercial insurance brokerage.
Company Overview
Newfront's mission is to supercharge insurance professionals with technology. The company is building a technology-enabled insurance brokerage.
Company Core Values
  • Empower people
  • Ambition
  • Question dogma
  • New standards