Support Services Manager

vor 1 Woche

See, Österreich CherryRoad Technologies Vollzeit

**Responsibilities Include**:

- Lead the helpdesk organization across all business lines, including outsourced helpdesk services for clients.
- Manage and support a team of helpdesk agents and data center technicians, ensuring adherence to processes and procedures.
- Mentor team members, ensure proper training is provided, and conduct performance evaluations.
- KPI establishment & regular report generation to provide feedback to senior management.
- Oversee escalations and resolve issues promptly.
- Implement or update processes and procedures as needed.
- Oversee resource management, including scheduling.
- Take ownership of key issues, alert management, and escalate to other teams as necessary.
- Drive continuous improvement in operational efficiency. Analyze key metrics to assess helpdesk performance and address areas for improvement.
- Ensure documentation of support processes, including the maintenance of runbooks and knowledgebase articles.
- Ensure compliance with SLAs.
- Assist with routine audits and risk assessments.
- Manage vendors.
- Perform other duties as assigned.

**Required Qualifications**
- Minimum 4 years corporate experience. Minimum of 2 years in a managerial or supervisory role, at a Network Operations Center or IT Helpdesk, including personnel and shift coordination management.
- Working knowledge of network monitoring tools, such as SolarWinds or Zabbix.
- 2+ years of experience using IT Helpdesk ticketing tools.
- Experience with managing a geographically diverse team in a 24x7 production environment.
- Excellent leadership and people management skills.
- Ability to work under pressure.
- Strong interpersonal communication skills, verbal and written.
- Strong documentation skills.
- Working knowledge of ITIL preferred.
- Ability to travel
- **Location: Onsite Seattle, WA or McLean, VA**

As a CherryRoad employee, you can expect to work with seasoned and practical experts to deliver solutions that maximize enterprise performance. And, unlike some bigger companies where you often get lost in the crowd at CherryRoad you can expect a refreshing and personal culture that encourages idea sharing and collaboration. Here, your knowledge, abilities, and work experience count. Your contributions are meaningful and appreciated.

At CherryRoad Technologies opportunity becomes achievement.

EOE / MFDV

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