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Service and Support Manager
2 weeks ago
The Service and Support Manager is a critical role leading our support teams for the Guardian Business Unit. They are responsible for managing the day-to-day operations of our 24/7 Support Centre and our Guardian Centre analysis, maintaining strong relationships with our customers, and monitoring processes to ensure we are delivering to our agreed service standards in a fast-growing environment.
The Service and Support Manager will oversee and maintain service objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyses call center data, and focus on improving performance and processes in an effort to better support customers. They will also be responsible for hiring, training, preparing and motivating staff members to provide excellent service to customers.
**The key responsibilities of the role include**:
- Manage the day-to-day operations of the 24/7 Support and Guardian Centre teams, working across multiple geographical locations
- Focused on delivery and able to direct their team to deliver Service Level Agreements that enable the business to meet its objectives
- Manage service delivery best practices and client expectations
- Manage Service Level Agreements to set expectations and measure performance of the Global Service Desk team
- Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents
- Ensure design of standard operating procedures/ processes support efficient support delivery and can scale as the business scales.
- Ensure maintenance and updates of the knowledge base for customers and the team.
- Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- As required, investigate processes to identify gaps and develop strategies for improvement
- Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements
- Regularly connect with leadership and management to review Service Support team performance and ongoing issues
- Provide data and reporting of KPIs and trends to the Business unit leadership team and others in ad-hoc, weekly, monthly, and as needed
- Serve as the Support Centre liaison to major business-impacting initiatives
- Keeping an up-to-date knowledge of all SM products and services, to include detailed knowledge of proprietary hardware and software such as Guardian and Guardian Live
- Contribute to ongoing product improvement by identifying systemic issues with the system and using the SM Quality Management process to affect improvement
- Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health
- Conduct workforce planning, including team schedules and resource capacity for each shift to ensure optimal level of staffing is maintained in the teams, liaising with Team Leaders to deal with any unforeseen issues.
- Responsible for mentoring, coaching and training of the Service Support team and Guardian Centre leads and teams with their individual career plans
- Responsible for ensuring all KPIs and metrics are measured and adhered
- Conduct annual performance evaluations for all direct reports
- Review teams' performance regularly and provide necessary feedback and guidance for improvements
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Responsible for the identification and implementation of contingency processes or business continuity processes for the Support team and Guardian centre, and testing of the processes.
- On call responsibilities for the service and escalation as appropriate
About you
We value the breadth and depth of experience that our people bring to their work. We are seeking people with a good mix of technical competency and personal capability. Specifically, we are looking for people with:
- Technical graduation or education in service delivery (ITIL or ESM)
- 2+ years of relevant experience in Managing Help Desk Operations or a Technical Service Desk
- 4+ years of experience working in Service Desk under various roles
- Highly desire experience working in Enterprise Service management tools and services at scale
- Understand processes, delivery, and operations management
- Subject matter expert in ITIL V3 or V4 serv
