Manager, Global Support Help Desk

at  FGF Brands

Job Description:

SUMMARY

As the Manager – Global Support, you will report to the IT Support Director and lead the global support team (L1). Your main duties will include evaluating, assigning, and resolving all tickets for the company in a timely manner. You will also work with the Level 2 teams and ensure a smooth and efficient call/ticket intake process, as well as a high first call resolution rate. Additionally, you will collaborate with other IT departments to enhance the teamwork and ticket handling across the organization.

REQUIRED EXPERIENCE

• Post-Secondary education in computer science or related discipline
• Knowledge of ITIL Foundations & standards
• Minimum 3-4 years of experience in a similar role
• Knowledge of current Microsoft desktop and server operating systems
• Advanced knowledge of Office365
• In-depth experience with Active Directory and exposure/knowledge of MS Azure

• Responsible for managing Global Support Team onsite and remote.
• Developing and implementing call intake strategies and operations to meet company objectives.
• Monitoring and evaluating agent performance, providing coaching and training to improve quality and efficiency.
• Successfully manage and resolve escalated customer support issues individually and through collaboration with team members.
• Setting and tracking call center targets for speed, efficiency, and customer satisfaction.
• Responsible for timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high.
• Build out a system of accurate and updated documentation for all support processes, procedures, and best practices.
• Serve as escalation point of contact and mentor to of all Tiers of support team members.
• Prepare, develop, and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
• Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others.
• Perform on-site and remote user technical support.
• Maintains excellent communication with all FGF team members on all tasks and projects.
• Provides emergency on-call support.
• Available to work evenings/weekends.
• Performs other duties as assigned.