IT Support Manager - Randstad USA
Seattle, WA 98109
About the Job
Our client, an American leading telecommunications and media company, is looking for an experienced IT Support Manager. This is a full time poisition with amazing benefits. This candidate will have the opportunity to build the Product Support team from the ground up once hired. Candidates must have experience in a management role within a technical support environment, preferably with software-related products. They must understand web technologies and content management systems. Must have excellent problem-solving and analytical skills. Exciting time to join an exciting team! Apply if interested!
location: SEATTLE, Washington
job type: Permanent
salary: $115,000 - 140,000 per year
work hours: 8am to 4pm
education: No Degree Required
responsibilities:
Responsibilities:
? Team Leadership:
o Manage, mentor, and develop a team of Product Support Specialists.
o Set performance goals, conduct regular evaluations, and provide constructive
feedback.
o Foster a collaborative and positive work environment that encourages professional
growth and high performance.
? Technical Support Management:
o Oversee the delivery of technical support to internal users of our CMS software
application via phone, email, and ticketing system.
o Ensure timely and effective resolution of user-reported issues by diagnosing root
causes and identifying solutions.
o Monitor and manage the team's performance against Service Level Agreements for
response and resolution times.
? Knowledge Management
o Maintain and enhance the internal knowledge base by documenting solutions and
frequently asked questions (FAQs).
o Ensure the team stays updated on system changes, new features, and best practices
through ongoing training and communication.
? Process Improvement:
o Identify areas for process improvement within the support function and implement
strategies to enhance efficiency and service quality.
o Collaborate with development, QA and IT teams to resolve issues and implement
solutions.
o Lead projects aimed at improving the product support experience for users.
o Create a robust new hire training program.
? Escalation and Issue Management
o Act as the primary escalation point for complex technical issues, or mishandled
issues that require higher-level support or intervention.
? Stakeholder Collaboration
o Work closely with Engineering, Product Management, Key Users, and other
stakeholders to provide feedback and insights from the support team.
o Participate in daily standup meetings and contribute to triaging new items and
ensuring team participation is to expectation.
o Test and validate bug fixes.
qualifications:
- Experience level: Experienced
- Minimum 5 years of experience
- Education: No Degree Required
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
