Technical Support Manager Position Available In Kennebec, Maine

Technical Support Manager at CompuCom in Augusta, Maine, United States Job Description Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We’re looking for a Technical Support Manager to join our team. The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded. + Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks. + Ensure that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards. + Train, coach and mentor Service Desk Analysts (Level 1 – 2), including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support. + Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan). + Ensure financial objectives are met. And service profits/losses meet expectations. + Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction. + Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand. + Led Tier 1 & Tier 2 service desk teams. + Proven people management and leadership skills and at least 12 months of relevant experience. + Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels. + P&L experience is a plus. + Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner. + Experience in dealing with client contacts at a senior level. + Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels. + Service delivery background in Infrastructure Management preferred. + Work on site at the CompuCom Service Desk location daily. + Able to travel if required for meetings. + Demonstrate strong leadership