Enterprise Support Manager

What You’ll Be Doing:

• Managing allend-user support operations for INDG, including Service Desk and Deskside Support, ensuring world-class levels of support to our customers

• Constantly analyzing support trends, user sentiment and anecdotal data points to inform improvements that will enhance the end user experience

• Managing inventory levels of end user devices, peripherals and related supplies, ensuring that stock is monitored and replenished as needed.

• Increase organizational effectiveness and efficiency by defining, delivering, and supporting strategic and tactical plans forall areas of end user support

• Serve as a technical escalation resource for issues where a more advanced skillset is required. 

• Participate in the creation and drive the implementation of the overall Engineering vision and goals by supporting and inspiring team members to jointly achieve them.

• Manage staffby communicating job expectations, planning, monitoring and appraising job results and coaching and providing regular feedback.

• Maintain staff skills by recruiting, selecting, orienting, training and upskilling employees and 3rd-party staff.

• Maintain and improve quality service by establishing and reinforcing organizational standards.

• Perform in-depth research to reveal new and better methods of handling functions within the department.

• Create and document support workflows between INDG and partner organizations and collaborate with those partners on support related matters and joint initiatives

• Participate in special projects and perform other duties as assigned.

You need to have:

• Bachelor’s degree or equivalent experience

• 5+ years’ relevant technology experience as an Administrator or Engineer, or commensurate skills

• Subject matter expertise in KPI creation/reporting and Service Desk/Deskside support best practices

• Experience managing vendor and 3rd-party contracts and staff

• Experience with inventory and device lifecycle management

• Highly pitched critical thinking and problem-solving skills

• Proven track record of process evaluation/improvement, staff development and ability to meet SLA’s

• Prior experience in a lead or supervisory customer support role

We’d Love to See:

• Experience creating and managing operating budgets

• 1+ years’team lead or people management experience

• Experience creating and managing operating budgets

• Experience developing and delivering end-user training materials