Technical Support Manager

Mobile Integration Workgroup - Redmond, WA

Mobile Integration (MIW) is a high tech firm that offers an enterprise-wide range of professional services, technology enablement, communication engineering and deployment services with a highly talented team of consultants focused on meeting the demands of today's businesses.

Technical Support Manager

Job Description

We are looking for a Technical Support Manager that is in a pivotal role on a rapidly growing company. Our products

and solutions provide amazing customer experiences while meeting the needs of our business. The product provides

both hardware and software offerings to our customers as well as services. Your customer service skills will provide the

foundation of the overall customer experience.

You will be providing guidance and structure to the support organization by building the infrastructure that is

required to meet our customers’ needs as well as our engineering staff. You will manage and participate in the

recruiting of your technical engineers in the support organization. Your passion for the growth of the support

department provides an atmosphere of professionalism that will ensure the overall success of your team.

Who you are

 

? You have good understanding of support organizations from the ground up.

? You don’t need training wheels and can drive and define quality initiatives for the entire team.

? You have obsessive drive towards quality and have strategies to achieve it.

? You are a Leader and you know how to provide guidance to your direct reports.

? You have various technical skills that can help with immediate resolution and/or solutions to provide customer

support.

? You have the drive to provide the best experience for the customer.

? You are looking for an opportunity to make a lasting impact! We are on a mission and want you to help us to

deliver quality products. You enjoy working with brilliant people. We have assembled a team of the top engineers

who you will be working with.

? You are able to conduct ongoing mentoring and coaching to ensure annual performance goals are met.

 

Responsibilities

 

? Develop the support organizations infrastructure.

? Focal point, as needed, for customer escalations

? Collaborate with Product Management to ensure customer feedback is received is a structured and predictable

manner

? Drive excellence by performing detailed analysis of department metrics, customer satisfaction data and

determining actions to meet or exceed performance requirements.

? Manage the team in building executable playbooks for customer support activities, including issue resolution, cross

departmental workflows, and escalation management.

? Train and mentor team members on approaches and practices for root cause analysis, issue resolution, and

customer communications

? Manage multiple customer support SLA’s.

? Ability to effectively manage and coordinate remote personnel.

 

Provide efficient communication within cross-functional teams to include executive level communication and

presentation of data.

? Manage case escalations from customers and internal engineering.

? Provide logistical requirements for dealing with RMA’s.

? Maintain budgetary control balances for the department.

? Develop systems deployment strategies with multiple customers.

? Define, recommend and implement innovative solutions that maximize operational efficiencies and customer

satisfaction

Basic Qualifications

? Bachelor’s degree in Computer Science, Computer Engineering or similar technical field.

? 5-10+ Years of experience as a systems administration engineer. (Microsoft, Linux, and Apple products).

? 5-10+ Years of experience managing support team operations and support deliveries.

? 5-10+ Years of experience managing client relationships.

? 5-10+ Years of experience working with server hardware and related technologies.

? 5-10+ Years of experience working with software development teams.

? Project management skills.

? Excellent communication, collaboration, reporting, analytical and problem-solving skills.

? Excellent mediation and conflict resolution skills.

? Extensive experience using support ticketing systems.

? Excellent at verbal and written communications and positioning to customers.

Preferred Qualifications

? Has built up a support organization.

? Strong customer service skills.

? Ability to travel (5-10%).

? Proficient with Agile methodologies is a plus utilizing tools such as Atlassian jira, jira service desk, and

confluence.

? Strong experience with Microsoft, Linux and Apple products.

 

Mobile Integration Workgroup, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.



Posted On: Monday, January 13, 2020



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