IT Call Center Manager

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Job description

All Covered, IT Services Division of Konica Minolta, is the leading national IT services company serving SMB to enterprise markets. Our comprehensive services include network, server and desktop support, data storage and security, cloud and virtualization services, application development, strategic planning and project implementation. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

The objective of the Manager, Remote Support Center (RSC) is to ensure quality remote IT services are provided to thousands of unique clients across the U.S. in a consistent and professional manner and in accordance with existing Standard Operating Procedures. The RSC Manager leads and supports Level 1, Level 2 and Level 3 Engineers and their respective supervisors, ensuring the team consistently meets or exceeds the performance metrics defined by the Director of Managed Services. In this role you will assist in designing customized IT infrastructure solutions to support our customers' environments in conjunction with the market leaders and solution architects. You will serve as an escalation point for the engineers and customers as the situation warrants. The manager of the center will facilitate a culture of being open and honest, customer-centric, innovative, passionate, inclusive, collaborative, and accountable.

Duties and Essential Job Functions:

An inspirational leader for a national remote support team who champions the growth of the staff, customer satisfaction and efficiency of processes.

• Customer Satisfaction (CSAT): - First Contact Resolution Rate (FCRR) - Average Speed of Answer (ASA) - Cost per Contact (CPC) - Utilization - Employee Satisfaction (ESAT)
• Job Functions: - Manages 24x7 Help Desk and Network Operations Center - Plans staffing requirements to meet call volume and service needs - Planning, reviewing, and approving work schedule and time off - Managing and coaching to organizational goals - Develops training programs for shift leaders, technicians and engineers - Responsible for high quality service delivery via inspection of activities and results - Responsible for interviewing candidates and making hiring decisions - Writing and delivering Employee Performance Reviews - Engaging in and leading employee retention initiatives - Provides pre-sales and post-sales support - Responds to escalation issues from team members and customers - Analyzing trends in issue reporting and formulating preventative solutions - Expected to offer suggestions for noted process improvements and develop new standard operating procedures.
• Manages engineers and leads with a focus on: Developing technical competencies - Developing client service skills - All Covered citizenship
• Success Characteristics: Consistently delivers quality service to team members and customers alike - team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient - Affinity for and successful experience with small to medium size business environments - Ability to adapt and thrive in a constantly changing work environment
• Other Skills and Abilities: - Proven dedication to enabling quality through continuous improvement - Proven success at developing a team culture - Strong working knowledge of Microsoft Excel required - Analytical approach to resolving complex issues or opportunities - Ability to remain calm and effective in high stress situations - Ability to balance priorities of multiple requirements from multiple people - Excellent communication skills - oral and written presentation abilities - Works well with team members and cross-departmentally; excellent interpersonal skills

• Internal/External Contacts: Daily interaction with All Covered business leaders, Central Services and All Covered team members, and a variety of clients. The Remote Support Center Manager will work closely with Service Delivery Management, Field Operations and Field Engineering to ensure client expectations are met or exceeded.

Requirements:

• BA or BS degree or equivalent combination of relevant education and experience
• 5+ years of experience successfully managing technical resources
• 5+ years of either help desk, call center, or network operations center management experience
• Must have a flexible schedule to manage day, night, and weekend shifts as-needed
• ITIL Foundation or Master certification preferred

• Konica Minolta offers:
• Competitive compensation program
• Outstanding benefits package (including medical, dental, life insurance)
• 401(k) plan with matching company contribution
• Excellent holiday/PTO plans
• Tuition reimbursement
• Employee Referral Bonus Program
• Ongoing training opportunities

- provided by Dice