Technical Assistance Center Manager Peak 10
The Technical Assistance Center Manager (Managed Services) primary responsibility is the management of Peak 10?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 of Peak 10?s data center locations. 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 Peak 10?s customer experience.
? Manages activities of the Technical Assistance Center Managed Services Teams (TAS, TAE), providing exceptional customer technical support for all Peak 10 product offerings or services to Peak 10'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.
? Administers employment actions, provides coaching and guidance to staff. 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.
? 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)
? ITIL V3 Foundation certification.
? HDI Support Center Manager, Supervisor, or Team Lead certification.
? ITIL Problem Management and Change Management experience.
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