Technical Support Manager

Technical Support Manager

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. We employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Technical Support Manager to join our team. The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.

Responsibilities include:

• Ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks.
• Ensuring that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards.
• Training, coaching, and mentoring Service Desk Analysts (Level 1 - 2), including career development. Oversee staff activities. Builds/obtains training material for support staff.
• Managing the employee work schedule and providing backup support.
• Maintaining Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
• Ensuring financial objectives are met. And service profits/losses meet expectations.
• Managing all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction.
• Acting as the SPOC for the service, liaising with SDM and customer, dealing with senior level escalation, and adapting service to changes in demand.
• Leading Tier 1 & Tier 2 service desk teams.
• Proven people management and leadership skills and at least 12 months of relevant experience.
• Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.
• P&L experience is a plus.
• Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner.
• Experience in dealing with client contacts at a senior level.
• Service delivery background in Infrastructure Management preferred.
• Work on site at the CompuCom Service Desk location daily. Able to travel if required for meetings.
• Demonstrate strong leadership skills. Hands-on operational approach: generate confidence with own team by providing direction, ideas, and leadership.
• Highly developed negotiating, presentation, and communication skills. Resilient, focused, and performance-driven in a dynamic and fast-moving environment. Quality oriented in all aspects of delivery. Customer service focus.

Wage Range: The annual starting salary for this position is between $41,250 – $60,500 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date: 8/24/2025

Equal Employment Opportunity: Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.