Services Support Manager Job Description
Services support manager
provides general user desktop computer training to help users become familiar with the technologies, IT processes, procedures and policies.
Services Support Manager Duties & Responsibilities
To write an effective services support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included services support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Meets with corporate, division, and facility-level leadership teams, as needed, to align strategy, services, and coordinate implementation activities
Coach team to create a superior client experience in every conversation using the Client Conversation Guide – addressing the root cause of the primary technical issue the client is experiencing and providing appropriate trouble shooting resolution (advises & corrects the issue or escalates for further support) at first point of contact
Coach team to take ownership & accountability at first point of contact and where appropriate, ensure staff escalates concerns to ensure efficient operation of team and optimal client satisfaction
Develop relationships with service partners
Act as final point of contact for all escalations of a technical nature and provide escalation support for staff, service partners and senior management for all business lines (DI, DS, WMO and IT S)
Accountable for the achievement of ensuring staff handle all calls in an efficient and effective manner and deliver a Superior Client Experience in alignment with DI Strategy with a client first mindset
Coach team to achieve Compliance to Schedule
Partner with Client Effectiveness Coaches to pursue opportunities and close identified or potential gaps in the overall client experience
Work effectively with Work Force Management to ensure staffing levels are adequate to meet strategic objectives set for maximum incoming call wait versus handle time
On a quarterly basis meet separately with Senior Management and service partners from all lines of business to identify key business priorities and develop action plans with coaching activities to implement those priorities
Services Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Services Support Manager
List any licenses or certifications required by the position: ITIL, PMP, CPA, BLS, PRINCE, HDI, ITSM, AA, SCM, SCD
Education for Services Support Manager
Typically a job would require a certain level of education.
Employers hiring for the services support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Education, Business, Business/Administration, Management, Computer Science, Technical, Engineering, Administration, Science, Finance
Skills for Services Support Manager
Desired skills for services support manager include:
Corporate
Current desktop operating systems
Excel
IT technologies and infrastructure
Legal policies as applicable for Outsourcing programs
Payroll and Benefits policies and procedures
Pertinent ADP HR
PowerPoint
Public
SAP
Desired experience for services support manager includes:
Coach team members in introducing capabilities of other channels and partners including sharing the value proposition and making referrals
Pursue opportunities and gaps in client solutions performance within team and partner with Client Effectiveness Coaches
Ensure appropriate levels of proficiencies of staff to provide guidance and relevant client solutions
Responsible for Technical Support team recruitment, training, coaching and continuing education strategy as it relates to technical knowledge, Direct Investment business policies and services, and client experience
Demonstrate a continuous improvement mindset to identify and implement Simpler, Faster, Better opportunities aligned to DI’s operational requirements
Manage and maintaining a well trained production support team able to cover production issues and queries and ensuring that key SLAs are met
Services Support Manager Examples
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Services Support Manager Job Description
Job Description Example
Our growing company is looking for a services support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for services support manager
- H-print/Copiers – Xerox (in collaboration with UIS and IST)
- Partner with the HR Consultants and team members to develop and prepare meaningful reports and executive presentations in support of HR and business objectives
- Serve as the primary point of contact representing the Customer Support Services for internal and external customers pertaining process or issue resolution
- Be responsible for development and execution of the Regional Customer Support (CS) strategic direction and plans using knowledge of key stakeholders and customer strategy to drive ongoing improvements in service, efficiency innovative uses of process and technology
- Optimizes efficiency of all site transactions in order to improve service levels and customer satisfaction
- Manage day-to-day operational excellence, efficiency and effectiveness, continuous improvement and service quality of the Regional Customer and Logistic Services site on behalf of customers and operating companies
- Support the organization in providing superior customer experience in an efficient, cost-effective, quality-driven manner while adhering to consistent business and quality standards
- Work across the U.S. Region’s virtual CS organization to ensure consistency in execution of harmonized processes
- Work with Customer Support Lead Operations and business process owners to ensure effective utilization of virtual resources for specialty areas
- Create and execute site strategic plans and support the achievement of company objectives through integration of plans, associate development, utilization of resources and department processes
Qualifications for services support manager
- Collect customer feedback and communicate data and suggestions for improvement to product lines, engineering and management within EAS
- Supply chain and warehousing
- Manage business related service support requirements (purchase order receipt/validation, invoicing / collections, disputes, export control management, reporting)
- Rarely use a telephone, lift/carry/push/pull objects that weigh up to 10 pound
- Typically requires a Bachelors degree in a related field and nine or more years progressive experience in Facility Support Services including three or more years supervisory experience
- Must possess leadership skills including planning, scheduling, and coordinating work assignments to meet project milestones or established completion dates
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Services Support Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of services support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for services support manager
- Maintain and improve the current formal quality assurance policy and process for inbound and outbound customer phone, email, and chat contacts
- Develop and maintain customer satisfaction guidelines and standards using the current tools available
- Concurrently monitors resource utilization, including payroll, supplies and expenses, client volume, outpatient volume reports, mileage and expense logs
- Demonstrates a thorough understanding of specimen collection and testing requirements specimen rejection\
- Serves as an initial escalation point for Regional Signature Clients for day-to-day support of all VisaNet products, services, processing questions and issues
- Maintains relationship with Clients to understand local market needs and trends and gain insight on the need to enhance the support approach provided
- Works closely with Business Development and Product team counterparts to understand sales goals and be able to adopt support to meet organizational objectives
- Works closely with Support Lines, CCM and Project Implementation teams to prioritize projects, issues resolution strategies and be able to support organizational objectives
- Maintains relationship with internal and external Clients to understand assigned market needs and trends, and gain insight on the need to enhance support approach
- Ensures required information is logged and documentation is completed and maintain for historical records and auditing purposes into VCSA
Qualifications for services support manager
- The ability to communicate effectively at all levels from executive management to individual
- Ability to travel to assigned locations regularly
- 5+ years management experience in relevant areas of expertise required
- 5 years' directly related experience working with military student populations
- Ensures for adequate supply, storage and distribution of gas cylinders per hospital, safety and credentialing policies
- Schedules in-service education for Support Services staff across campus on a routine basis and as needed for new products, supplies and equipment
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Services Support Manager Job Description
Job Description Example
Our company is looking for a services support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for services support manager
- Provides counseling and performance feedback during regular one on one meetings, annual performance evaluations, and assisting associates with creating individual Development Plans as needed
- Monitors client requests for service to determine if service is within or outside of scope and if outside scope, evaluates teams ability to deliver services requested
- Participates in annual budgeting process
- Performs general staff oriented management duties such as staff selection and on-boarding
- As a senior manager in the department, helps mentor and provide guidance to newer managers
- Manages special projects regarding strategic/complex initiatives throughout FSS
- Ensuring all project accountabilities are completed on time and in compliance with all technical, commercial, safety and regulatory requirements and will meet or exceed performance targets
- Developing project schedules
- Assist with multi-discipline project team communication to ensure quality engineering deliverables are submitted to the project contract requirements
- Benchmark against Industry Best Practices and drive improvements
Qualifications for services support manager
- Excellent written and verbal communication skills, across culture
- A minimum of two (2) years of experience in LAN Room management
- Your existing network within the transportation sector across ANZ and experience in IT, ICT and electronics will be highly desirable
- Proven experience of developing customer and business strategies
- Standout stakeholder management skills with the ability to seek out and develop new business opportunities across the services industry
- PMP/PRINCE 2 certificate preferred
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Services Support Manager Job Description
Job Description Example
Our company is looking for a services support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for services support manager
- Coordinating and deploying CS and Business Unit (BU) related programs working with Market and District teams, providing tooling and guidance and steer based on facts and figures
- Driving CS business reviews with Districts in full alignment with Market BMMs, whilst reporting on a regular basis (upstream to Market Leadership Team, to Global BSM, and downstream to District Manager), and define and execute corrective actions where necessary
- Analyzing the CS business whilst working with Market BMMs (and Market Marketing Intelligence on market, customer and competition) as input for CS pricing and CS portfolio positioning
- Identifying, sharing and leveraging best practices across the Market (in close cooperation with the Market Business Managers)
- Defining and Ensuring execution of the CS marketing plan aligned and in close cooperation with Market BMMs, driving realization of the Market CS business objectives
- Driving knowledge transfer of services sales process & tooling to Market Business Managers (BMMs) and District Managers (DM)
- Driving as much as possible alignment between DI, IGT, US, PCMS and HI in respect to Services from process, tooling and programs perspective
- Be responsible for CS price escalation management and discount authorization within framework working with Market business managers and the Market manager
- Proactively Designing and aggressively Executing Multivendor Services (MVS) business plan to both protect existing CS installed base whilst gaining services business market share on competitors
- Will be a member of the Surgery Leadership Team and serve as a support to all of CHN Surgical Services
Qualifications for services support manager
- MS Office/Project literacy and strong, verbal and written communication skills are critical
- Excellent written and verbal communication and presentation skills including presentation planning and delivery
- Strong organizational skills with project planning, program management experience
- Demonstrated ability to manage and motivate others to accomplish objectives and gain desired results
- Required to use hands to grasp, lift, handle, carry or feel objects repetitively on a frequent basis
- Hands on experience with Sharepoint, WDay preferred
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Services Support Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of services support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for services support manager
- Basic understanding of how to adjust style in different situations
- Demonstrates proficient knowledge of discipline
- Understands continuous improvement methodologies
- Understands how to drive different communications by audience
- Where necessary develop creative solutions to resolve obstacles
- The employee will operate in Select Agent registered, GMP and Non-GMP environment, and requires a complete knowledge of preventative maintenance and calibration responsibilities to meet domestic and international regulatory requirements for drug manufacture
- Provide hands on process and manufacturing operational support to user groups in R&D
- Working collaboratively with direct reports, ASP staff, and the Director, to identify and carry out the vision, goals, and priorities of the SSS program
- Providing direct reports with consistent, timely, and individualized training, guidance, and feedback to empower them to be successful in their positions
- Maintaining open lines of communications with direct reports and holding regular team and individual meetings to set goals, objectives and priorities, and facilitate program planning and effective delivery of services
Qualifications for services support manager
- This role is part of a 24x7 environment, the front line manager is required for all escalations
- BA/BS in IT, CS, Engineering or Supply Chain
- 3 years of Service Desk leadership in a mid / large scale enterprise Service Desk environment
- 5 years of operational level experience in a mid to large scale enterprise 7 x 24 service desks, single point of contact operations, or equivalent
- 7 years of combined clinical nursing and case management
- 2+ years of clinical management/supervisory experience