Manager, Technical Support

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Description

  

Relation is among the fastest-growing insurance brokers in the U.S. We work together to bring new products, capabilities and ideas to our clients, while preserving the local relationships and expertise that our clients have come to expect. Our employees and our clients are our top priorities…our success is built upon both and we take that seriously. We offer a competitive compensation package (including benefits), a collaborative team environment and growth opportunities. 

We are looking for brilliant minds to come join us in a fast-paced, exciting work environment where having fun while working hard is part of our core values. Our culture encourages personal growth, and success. Are you a team player who enjoys challenging work? Do you believe the client always comes first? Come claim your future with a growing company that can help you be your best. Build a lasting connection with Relation!


The Manager, Technical Support manages the day-to-day operations for Technical Support Team, providing strategy and tactics to improve the end user experience and build emotional loyalty. The focus is to drive the business forward in creating stronger relationships and creating operational efficiency. This role is responsible for overall structure of team, assessing resource needs, hiring and training, performance reviews, tracking and responding to ticket SLAs and deliverables of the team.


A GLIMPSE INTO THE POSITION:

  • Sets clear objectives, evaluates progress and instils a high-performance culture with focus on team work, service excellence, and ownership for resolving customer issues. 
  • Encourages open communication between team members, suggesting and driving forward ideas
  • about how the team can work more effectively together.  Collaborates with team members to receive feedback about service structure to improve performance and productivity.
  • Sets up, manages, and improves standards and procedures within the team. 
  • Reviews daily priorities and takes appropriate action to ensure results are achieved. 
  • Managing and reporting on allocation of IT tickets
  • Develop daily, weekly, and monthly reports on the help desk team’s productivity
  • Reviews problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Ensures high quality, up-to-date documentation exists for all service arrangements.
  • Liaisons and develops long-term relationships with internal customers, understanding their operational goals in order to provide solutions.
  • Is skillful with appropriate software and hardware applications used and supported by the organization.


Requirements

The ideal candidate will have a thorough understanding of IT and practical applications, demonstrated leadership skills and the ability to successfully accomplish department goals. 


  

EDUCATION AND QUALIFICATIONS

  • College, university, or  equivalent degree in IT, IT Service Management or related field required
  • 7+ years of experience in the IT field and at least 3+ years of experience managing an IT Help Desk in large, distributed corporate environments 
  • Thorough knowledge of IT Service Management practices, including IT security 
  • Certifications in ITIL and Six Sigma preferred