Manager Of Service & Support

OBJECTIVE:

Support the service delivery team, operations, and technology specialist groups to meet customer expectations while keeping CEC's best interests in mind, completing work on schedule, and providing internal support for contracts (MSP, Systems Care) to meet SMA's requirements.

CORE RESPONSIBILITIES include, but are not limited to, the following:

• Develop and refine service workflows and processes to ensure smooth operations.

• Collaborate with teams to establish clear and consistent procedures for effective service delivery.

• Manage escalated customer concerns and project issues promptly to maintain satisfaction.

• Monitor SLA compliance and ticket quality to uphold service standards.

• Coordinate technology specialist resources and contracts to meet customer needs accurately.

• Coordinate efficient scheduling for service appointments to maximize productivity and satisfaction.

• Ensure accurate reporting of service metrics to track performance and identify areas for improvement.

• Drive ongoing improvement in service delivery through proactive initiatives and collaboration.

• Manage the On-Call service schedule and after-hours vendors to ensure our measures align with goals and operations.

• Assist with technical questions as an active member of Triage and level of escalation for Operations.

• Other Duties as Assigned.

POSITION RESULTS DESCRIPTION

• Net Labor - >10%

SUPERVISORY RESPONSIBILITIES:

Supervisory Responsibilities include the Service Triage Team and Service Delivery Coordinator.

• Responsible for managing time off requests

• Responsible for utilization of team members to meet their targets and assist team members in "outside the box" methods to achieve goals

• Responsible for approval of time sheets and expense reports

• Assist team members in training targets for CEUs

MINIMUM QUALIFICATIONS:

• Two-year college degree from an accredited college or university, or substitute 2 years pertinent experience for each year of education,

• 5 years' experience with Fire Technology, Security, Healthcare or a combination of each.

• Must have a valid driver's license and reliable transportation.

PERSONAL ATTRIBUTES:

• Strong interpersonal skills, ability to communicate at all levels of the organization and with staff at remote locations as well as customers.

• Strong organizational, conflict-resolution, problem-solving and creative skills as well as the ability to make decisions based on sound judgment using accurate and timely analysis of available data.

• Must be able to effectively handle stressful situations and manage multiple tasks simultaneously.

• High level of integrity and dependability with a strong sense of urgency and results-orientation.

OTHER SKILLS & ABILITIES:

• Working knowledge of project management processes, procedures, and tools.
• PC proficiency is essential (Windows environment) and strong working knowledge of Microsoft Office products is preferred.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS:

• Ability to define problems collects data, establish facts and draw valid conclusions.

• The duties of this job require the employee to effectively talk and hear English language communications.

• The employee is required to stand, walk, climb, sit and use hands and fingers.

• Some light lifting of objects is required.

• Reaching, grasping and carrying activities also required.

• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

• Above average intellectual ability and excellent judgment are needed to deal effectively with a wide range of problem solving and trouble shooting activities.

• This job is primarily located in a private office.

• The noise level in the work environment is usually moderate.

• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

"Essential duties and responsibilities" describe those functions considered to be essential to the performance of the job. All requirements may be modified to reasonably accommodate individuals with disabilities.

CEC is an Affirmative Action/Equal Opportunity Employer