Manager, Customer Support
On-site · Tallahassee, Florida, United States or US
Job Summary
Oversee IT Help Desk operations and define service levels/slas; manage day-to-day help desk activities; implement processes to track, escalate, resolve, and report customer issues; define quality and customer satisfaction standards with customers; analyze product, system, and service performance against industry standards; develop and implement troubleshooting procedures for computer systems and peripherals; mentor and manage supervisors, project leaders, and technical staff; report to senior IT leadership (including CIO/Executives).
Required Qualifications
- Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent work experience
- Minimum of 7 years IT work experience, including managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments
- Proven middle-level management experience in help desk/customer support functions
- Strong problem-solving skills and the ability to work under general direction from senior management
- Excellent communication and leadership skills
Desired Qualifications
- Bachelor’s Degree in Computer Science, Information Systems, or a related field, or equivalent work experience
- Minimum of 7 years IT work experience, including managing teams responsible for desktop support, customer service, and/or production support in multi-platform environments
- Proven middle-level management experience in help desk/customer support functions
- Strong problem-solving skills and the ability to work under general direction from senior management
- Excellent communication and leadership skills
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