Manager Technical Support EnVivo Pharmaceuticals
THIS JOB HAS EXPIRED Position Summary
EnVivo is in search of a Manager, Technical Support to oversee and manage the Technical Support process and team which covers both of our Watertown, MA offices, our European office in the Netherlands and multiple remote employees who work from home. This individual will organize, direct, and monitor daily activities of the Tech Support staff in a bio-tech environment.
Responsibilities and Tasks
Some areas of responsibility include providing end-user technical-support, distributing workload, setting priorities, monitoring/analyzing performance of the user support team as well as generating reports based on analysis.
Assist in the implementation and installation of new service offerings
Manage desktop and laptop inventory as well as supervising the installation, testing and setup.
Field questions from user support staff and users; recommend solutions to end-user issues
Manage the user support ticket queue and compile reports for Sr. IT Manager such as status and work-volume reports
Bachelor?s Degree or equivalent and a minimum of 5-8 years of directly related experience supporting tech support operations
Demonstrated ability to work across business unites
Demonstrated ability to supervise and motivate subordinates
Ability to manage multiple priorities and workflow in a timely manner
Must be able to work occasional evenings
Rotating weekends on-call
Experience with MS Windows 7, MS Windows Server 2008, Avaya phones and HP Printers
Excellent written communication and customer service skills
Strong organizational, problem solving and analytical skills
Completed Microsoft MCSE or MCSA certifications and any prior experience at a BioTech is a plus.
||Watertown, MA |
THIS JOB HAS EXPIRED