Technical Assistance Center Mg

 Description

Telecommute:  

Experience:  

Degree:  BA/BS

Compensation:  Competitive


Technical Assistance Center Manager

CCCi is seeking a Technical Assistance Center Manager in Charlotte, NC. The Client is a leading provider for managed services and cloud provider with world-class data centers.

The Technical Assistance Center Manager (Managed Services) primary responsibility is the management of client’s 24x7x365 Technical Assistance Center Managed Services Team (referred to as Technical Assistance Specialists or Technical Assistance Engineers) which provides customer support and enhanced service delivery to customers in each data center location. This includes defining specific tasks for staff, managing project execution, schedule management, and providing supervision of front line Technical Assistance Specialists or Engineers. The Technical Assistance Manager is also responsible for hiring and development of TAC staff, tracking and analyzing productivity, and working collaboratively with other departments in delivering the Client’s customer experience.

Technical Assistance Center Manager Responsibilities:
- Manages activities of the Technical Assistance Center Managed Services Teams (TAS, TAE), providing exceptional customer technical support for all product offerings or services to client's customer base.
- Manages front line Technical Assistance Specialists and Engineers, including assigning work, monitoring activities, and evaluating performance.
- Administers employment actions, provides coaching and guidance to staff and promotes staff training and development.
- Conducts regular coaching sessions with TAC Team Members to review escalated calls, training opportunities, and individual performance metrics.
- Communicates with Corporate and Market stakeholders to coordinate work and resolve issues as needed.
- Builds customer relationships and acts as an escalation point for sensitive and escalated customer issues, including managing escalated customer impacting incidents and Leading investigations on customer impacting support failures.
- Participates in development and delivery of product and process training to TAC Team members and others.
- Contributes to the overall TAC direction and strategy by participating in the development of department policies and procedures.

Technical Assistance Center Manager Required Qualifications:
- Associates Degree, Bachelor’s Degree, or 5+ years equivalent relevant work experience required, preferably in Information Technology, Business, or related subjects.
- 2 to 3 years’ experience in a technical customer support leadership role (Supervisor, Manager, or Team Lead). Managed Services Provider, Hosting / IT Services, and High call volume experience strongly desired.
- The ability to successfully lead and coach individual and team performance in a fast-paced and ever changing environment.
- The ability to maintain calm in stressful situations.
- Passion for providing a great customer experience.
- People management experience with full HR responsibility.
- Experience with Net Promoter Scores (NPS)
- Experience with ITIL

Preferred:
- ITIL V3 Foundation certification.
- HDI Support Center Manager, Supervisor, or Team Lead certification.
- ITIL Problem Management and Change Management experience.

 Requirements
Technical Assistance Center Manager, Technical Assistance Center Managed Services Teams, (TAS, TAE), customer technical support, staff training,HR, Net Promoter Scores (NPS) and ITIL.