What are the responsibilities and job description for the Customer Service Support Manager position at Axius Technologies Inc.?
Senior Manager, IT Customer Support
Location: Phoenix, AZ, 85007 (Hybrid)
12 Months Contract
Job Description:
Position Description
The managers/team is looking for a candidate who can oversee a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles as well as understand and have knowledge of the software and networks that the team is using.
Supervision:
This position has one supervisory direct report who oversees a team size of 7 to 8 individual contributors in IT Service Desk and System Administration roles.
Requirements
Education & Experience
? Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as a Bachelor’s Degree (e.g., B.A), training, coursework, and work experience relevant to the assignment.
? Minimum eight (8) years of related progressive experience in Information technology
? Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000
? Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management)
? Previous Experience implementing a Virtual Desktop Environment
Knowledge/Understanding
? Broad and generally deep understanding of all facets of management and leadership, as well as a vision for the IT customer support function
? Thorough working knowledge of most infrastructure technologies and in-house developed applications utilized in the
? enterprise
? Thorough working knowledge of the organization’s methodologies and tools
? Thorough working knowledge of the organization’s policies and procedures
? Thorough working knowledge of interrelationships among various internal and external organizational functions
? Strong understanding of client operating systems (Windows, macOS), enterprise networking, security best practices, and remote support technologies
? Strong understanding of the available technologies to implement a Virtual Desktop Environment
Skills
? Excellent verbal, written, and listening communication skills
? Excellent interpersonal skills and demeanor
? Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
? Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
? Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
? Proficient in the use of enterprise level ticketing systems. (e.g. Service Now, Cherwell. Solarwinds Web Help Desk)
Additional Job Demands
? In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
? No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)
Required Skills
Minimum eight (8) years of related progressive experience in Information technology
Minimum of three (3) years management and supervision experience overseeing IT service desk, help desk, or technical support operations for an organizational workforce size of 1,000
Previous experience in developing and managing ITIL-based ITSM processes (Incident, Request, Knowledge Management)
Proficient in the use of enterprise level ticketing systems. (e.g. Service Now, Zendesk, Cherwell. Solarwinds Web Help Desk)
Preferred Skills
Ability to build, motivate, engage, develop/grow, and retain a high performing team
Salary : $55