Support Manager (Remote)

at  K3 Technology

WHO IS K3 TECHNOLOGY?

K3 Technology is a Managed Services Provider based in Denver, CO. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a strategic partnership.

WHAT SHOULD I KNOW ABOUT K3 TECHNOLOGY?

K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.

OTHER SPECIFIC SKILLS YOU SHOULD BE FAMILIAR AND COMFORTABLE WITH:

Knowledge of ITIL principles and how to implement them, Process Improvement, Developing Standards, Analyzing Information, Establishing and tracking KPIs, Customer Service, Technical Documentation, Quality Control and Quality Assurance

BONUS POINTS FOR CERTIFICATIONS IN ITIL, MICROSOFT AZURE, MICROSOFT 365, OR OTHER RELATED FIELDS.

Experience working for an MSP is a huge* plus!*
This position is Remote.
To apply and view the full job description please go to: https://k3techs.com/careers/
Job Type: Full-time
Pay: $80,000.00 - $105,000.00 per yea

ON A TYPICAL DAY, YOUR DUTIES MIGHT INCLUDE:

• Manage support operations, ensuring engineers are equipped to deliver quality service efficiently
• Uphold and surpass SLA standards, ensruing an exceptional support experience for all clients
• Maintain superb client satisfaction rate for entire support desk
• Assist with interviewing and vetting new engineers
• Provide leadership and direction to support engineers, fostering an environment of continuous improvement and learning
• Conduct regular analysis and reporting on support metrics, including utilization, mean time to resolution (MTTR), response times, and others
• Regularly review and refine KPIs and SLAs to identify improvement opportunities and take corrective actions
• Drive process definition, optimization, implementation, and enforcement
• Assist with maintaining client documentation
• Workload balancing
• Assist with onboarding of new clients
• Assist with coordinating support escalations
• Establish measurable ways to assess performance and support desk operations, and address areas of concern

TO BE A GOOD FIT FOR THIS ROLE, YOU SHOULD HAVE:

• Security first mindset and practices
• Exceptional resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Define and report on KPIs and SLA adherence with clear and assigned action items for improvement
• A passion for technology, and enjoy learning new technology
• “Big Picture” thinking; allowing you to find the best long-term solutions for both internal and client strategy
• Proficiency in leading both physical and virtual teams
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Strong grasp of ITIL Framework and service delivery disciplines
• Ability to identify opportunities for automation or better processes to improve operational efficiency
• Expertise in implementing and enforcing change management
• Strong organizational skills
• Capacity to train and guide team members
• A great personality and a passion for working with people, as you will be leading internal teams and communicating with clients regularly
• A desire to be a part of a growing team, where things are often moving at a high pace
• Outstanding customer service and conflict-management skills
• Previous experience working in a leadership role
• Ability to manage multiple priorities and workloads