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PDS Tech Inc Technical Support Manager in Saint Louis, Missouri

Technical Support Manager

Location: Saint Louis, MO (Westport)

Direct Hire: W-2 US Citizen

Hours: M-F (8 to 5)

Travel: 5%

Must be COVID vaccinated.

Job Description:

In this role, you will manage, oversee, coordinate, and evaluate the activities of 12 to 16 Tier 2 and Tier 3 tech support agents who support our clients across the globe and provide a variety of high-level technical support services. You will collaborate with clients and our Tech resources to identify and deliver required technological services. This customer facing position has daily contact with clients of varying technical knowledge and is focused on providing high quality support. The daily priority of this role is to effectively manage a team that can provide world class service to our customers. This involves ensuring proper phone coverage to answer incoming tech support calls, ensuring tech support cases are being worked quickly and effectively, and ensuring that we are utilizing our tech support resources as effectively and efficiently as possible daily.

Responsibilities:

  • Oversee the day-to-day operations of our Tech Support department.

  • Manage 12 to 16 Tier 2 and Tier 3 tech support agents.

  • Ensure Tech Support agents are logged into queue and accepting calls.

  • Ensure Tech Support agents are working cases efficiently and effectively.

  • Leads meetings and resolves priority issues with functional leaders/business stakeholders.

  • Manage on-call schedule to ensure continuous coverage.

  • Manage time off requests

  • Monitor KPIs and SLAs to identify areas of achievement and areas in need of improvement.

  • Provides daily, weekly, monthly reporting.

  • Drives the team to meet response time goals for calls and open cases.

  • Consistently manage staff with clear expectations and accountability

  • Participate in meetings with other departments to share information.

  • Share feature requests and effective workarounds with team members.

  • Gather customer feedback and share with our Product, Sales, and Development teams.

  • Monitor requests for technical assistance and assign resources to resolve issues.

Qualifications:

Minimum 5 years of experience managing staff in a Tech Support environment.

Exceptional leadership, organization, and time management skills.

Experience monitoring daily, weekly, monthly performance for employees and department.

Experience with employee corrective action.

Experience with monthly employee one on one meetings to review performance.

Experience with developing spreadsheets to track KPI and SLA performance metrics.

Ability to lead a team, not just manage one, with a positive and encouraging demeanor.

Mentors and provides leadership development to team members and promotes continuous learning.

Network experience that includes the following: Cisco Switching deployment and management, Cisco Access Points deployment and management, Cisco Routers deployment and management, Unifi switching platforms deployment and management, Unifi gateways deployment and management, Unifi access points all branding (Wifi 5 & 6) deployment and management.

Up to Windows experience.

Up to Windows server 2019 and SQL 2019 standard.

Server Colocation management

ESXI Server management and deployment

Experience with network design and implementation skills using current LAN/WAN topologies, protocols.

NetSuite experience is a plus.

Candidates with experience in the amusement/arcade industry are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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