Tech Support Manager

Tech Support Manager

As the Technical Support Manager, you will lead and oversee the Technical Support Engineers within the End User Services team. Your role will be critical in ensuring that the team delivers high-quality technical support to end-users and that helpdesk operations run smoothly. You will be responsible for managing escalations, driving process improvements, and fostering a culture of professionalism and technical excellence. Your leadership will be pivotal in maintaining service standards and promoting adherence to company policies and best practices. You will work as part of a global function to deliver a 24x7 operational model and utilize metrics and data to drive excellent customer service and to drive efficiency and optimization.

Principal Responsibilities

• Team Leadership: Direct and manage the daily operations of the Technical Support team, ensuring adequate phone coverage and prompt assistance to end-users. Provide guidance, training, and performance evaluations to team members.
• Quality Control: Ensure the team delivers high-quality technical support in a courteous and professional manner. Maintain oversight of the daily incident queue, ensuring that tickets are assigned and processed efficiently.
• Escalation Management: Identify high-priority issues and handle them as per the escalation process. Coordinate with multiple teams to resolve complex issues and provide transparency to senior management.
• Process Improvement: Identify gaps and opportunities for improvements in processes and procedures. Suggest and implement changes to enhance service delivery and operational efficiency. Assist in automating processes within Infrastructure to improve efficiency. Use data to drive to drive best in class outcomes and prioritize the book of work.
• Technical Documentation: Contribute to the creation and maintenance of technical documentation. Promote knowledge sharing within the team to ensure consistent and effective support.
• Professional Development: Encourage continuous learning and professional growth within the team. Stay updated with industry trends and technologies to maintain technical expertise.

Qualifications/Skills Required

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field is preferred.
• Minimum of 10 years of progressive technical support management/helpdesk experience, including at least 3-5 years at an enterprise level. Previous experience in a leadership or managerial role in a technical support environment within financial services industry
• Strong understanding of Microsoft Windows, Windows Infrastructure, DNS, DHCP, TCP/IP, Microsoft Office, Bloomberg, Citrix infrastructure, RSA, and printing technologies. Knowledgeable in PC hardware components and technical standards. Proficiency in supporting mobile technologies including BES, Microsoft Intune, Android, and iOS devices. Experience with Cisco IP phone and video conferencing support using Webex. Familiarity with ITIL best practices and processes; ITIL Certification is a bonus.
• Strong leadership and team management skills. Ability to direct activities of peers and others not reporting directly to the person. Proven track record of managing escalations and coordinating with multiple teams.
• Exceptional verbal and written communication skills. Strong problem-solving and analytical abilities. Ability to handle sensitive situations with tact and diplomacy. Demonstrated ability to multitask, organize, and prioritize effectively.

The estimated base salary range for this position is $175,000 to $250,000, which is specific to New York and may change in the future. Millennium pays a total compensation package which includes a base salary, discretionary performance bonus, and a comprehensive benefits package. When finalizing an offer, we take into consideration an individual's experience level and the qualifications they bring to the role to formulate a competitive total compensation package.