Technical Support Manager (Deskside)

The Manager, Technology Support Services is responsible for providing computing services and support to Compass Group corporate offices, regional offices and field associates throughout North America. This position leads, and serves as a member of, a team charged with understanding and supporting the functional computing needs of the company. The User Support Services Manager is expected to provide oversight, coaching, and hands-on leadership in all aspects of user support.

As a member of the Technology Support Services Management Team, the Manager reports to the Sr. Director of Technology Support Services and is charged with understanding the goals/objectives of the company and the Compass Technology team. This position provides clear leadership and coaching to ensure that all members of the support team understands their roles/responsibilities and are positioned for success.

Now, if you were to come on board as one of our Manager, Technical Support , we’d ask you to do the following for us:

• Demonstrate ability and willingness to share ideas with Associates, peers and management.
• Serve as a mentor to provide coaching and technical guidance to Team.
• Demonstrate a positive attitude and set an example for colleagues and Team.
• Oversee operational support of end user support services.
• Facilitate cross-training among support teams handling technical support, application support, and mobile device support.
• Develop and train staff on proper troubleshooting methods, customer service and to ensure technical competency.
• Break Team goals into manageable plans and assign activities to team members with defined timelines.
• Embrace a coaching culture, provide feedback to Associates, peers and management.
• Establish highly functional partnerships with business partners to identify and meet business support needs.
• Oversee the staff setup, testing, maintenance, asset management, operation, and tear down of audiovisual (AV) and videoconference (VTC) equipment; (e.g., video data projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems).
• Analyze support data and metrics to identify trends to staff support services to meet the needs of business users.
• Manage staff handling daily technical support requests.
• Work with Compass Technology managers to identify and prepare for projects that will impact users and create potential support needs.
• Participate in setting and ensure that members of the team understand Team Goals, Strategies and Priorities, Departmental goals, strategies and priorities.
• Complete staffing models to identify staffing needs to support expected volumes and seasonal variations.
• Ensure that requests and tickets are being addressed and handled in alignment with established service level requirements.
• Provide leadership/guidance to ensure completion of assigned activities within defined timelines.
• Manage project delivery to meet defined business needs on time and within defined budgetary constraints.
• Prepare daily, weekly, monthly incident reports for management and business and contribute to preparation and management of department budget.
• Manage computer, technology, application, and infrastructure support.
• Analyze ticket data and support metrics to identify trends to partner with Compass Technology teams to recommend proactive service improvements.

Think you have what it takes to be our Manager, Technical Support ? We’re committed to hiring the best talent for the role. Here’s how we’ll know you are the best fit:

• HDI Certified Desktop Support Manager (DSM) preferred
• ITIL certification highly desired.
• Print management operations and troubleshooting preferred.
• HDI Certified Support Center Manager (SCM) preferred.
• Apple Certified Support Professional (ACSP) preferred.
• Microsoft Certified Desktop Support Technician (MCDST) preferred.
• Managing a Service Desk and/or desktop support technicians.
• Typically, 10+ years experience technical/end-user computing support and application support experience.
• 3-5 Years audiovisual technology management experience and presentation technologies experience.
• Bachelor’s degree in computer science or combination of education and experience.
• Project Management experience preferred.
• Basic technical understanding of related communications technologies (i.e. IT, data networking, telecommunications, communications cabling, etc.)