Manager of Customer Support at MealSuite leading a team to improve customer support efficiency and delivery. Focusing on data - driven decisions and cross - functional collaboration.
About the role
- The SME Computer User Support Specialist is responsible for managing daily IT solutions logistics. Focused on user support, technical assistance, and asset management across various locations.
Responsibilities
- Provides technical assistance to computer users
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically
- May help with the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems
- Provides technical/management leadership on major tasks or technology assignments
- Provide day-to-day technical guidance and desk side support technical assistance to team members
- Establishes goals and plans that meet project objectives
- Experience with domain and expert technical knowledge
- Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met
- Interactions involve client negotiations and interfacing with senior management
- Decision-making and domain knowledge may have a critical impact on overall project implementation
- Deliver 24/7/365 IT technical support to approved seat service end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices
- Provide timely restoration and proper maintenance of laptops/tablets/workstations and peripheral devices
- Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW policies
- Identify logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance
- Provide desk side technical support services that require technical support or root cause determination that exceeds Tier 1/2 support capabilities
- Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable
- May supervise others
- Other duties as assigned.
Requirements
- Associate or Bachelor's degree in a related field
- 9 years of experience in Computer User Support
- COMPTIA Security Certification, preferred
- Secret Clearance is required
- Must be able to pass a background check
- Minimum Skills: Must possess problem-solving skills
- Exceptional communication skills, both oral and written
- Ability to respond effectively to customers with a sense of urgency
- Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc
- Highly motivated with the ability to handle and manage multiple tasks at any one time
- Ability to forge new relationships, individual and teaming in nature
- Must be a Self-starter, that can work independently and as part of a team.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
Job title
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