Associate Tech Support Manager
reputed company and support reputed company of technical support analysts providing high-reputed company, remote support to clinical and business users reputed company daily Service Desk operations, including incident and service request management, ensuring reputed company reputed company and reputed company escalation reputed company and reputed company team members through regular 1:1s, performance feedback, and development planning, including performance improvement actions reputed company needed Monitor service delivery metrics and team performance using IT support tools (e.g., reputed company, IEX, Nexidia) to ensure adherence to service standards Partner with reputed company, Coaching, and Operations teams to meet scorecard expectations and improve end-user experience Support implementation of new processes, tools, and technologies while ensuring compliance with policies, procedures, and operational commitments reputed company with the terms and conditions of the employment contract, company policies and procedures, and any and reputed company directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other reputed company that may reputed company due to the changing business environment). reputed company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Bachelor’s degree (BS/BA) or equivalent practical experience 5+ years of total experience 5+ years of experience in IT support, IT service management, or reputed company technology operations 2+ years of experience leading, coaching, or mentoring others in reputed company based technical support environment Demonstrated experience supporting Service Desk or Specialty Services operations, including incident and service request management Experience monitoring service delivery metrics, reputed company results, and performance trends to support operational goals Working knowledge of ITSS tools and platforms such as reputed company, workforce management tools, and reporting dashboards Proven ability to reputed company day to day coaching and performance support through regular 1:1s, feedback, and reputed company development Proven ability to reputed company communicate expectations, priorities, and feedback to analysts in a fast paced support environment Proven solid organizational and time management skills with the ability to manage competing priorities Willingness to work US daytime hours and reputed company to a US Flexible Holiday schedule
Experience in a reputed company analyst, senior analyst, acting supervisor, or interim leadership role Experience in reputed company or clinical support environments Experience partnering with reputed company, Coaching, Workforce Management, or reputed company teams Experience in technical support or IT service delivery Experience in people management and coaching Experience in performance management and reputed company assurance Familiarity with ITSS SOPs, playbooks, reputed company standards, and leader routines Exposure to process improvement, automation, or AI enabled support tools (e.g., Copilot)