• Oversee day to day operations of the Technical Client Support Services team.
• Assume Project Management role for all projects being managed directly by Technical Client Support Services.
• Manage execution of supports tasks.
• Provide End User technical support via email, phone, web, and other means
• Field client requests and concerns.
• Respond to, research, resolve or escalate client/user inquiries.
• Provide high-level technical leadership direction to the staff of Technical Client Support Services.
• Direct inquiries and liaise with other departments when necessary to resolve issues.
• Perform schedule resource management duties to include daily task assignments.
• Acquire and maintain relevant knowledge of offered products and services.
• Maintain and contribute to developing support processes and tracking systems.
• Conduct performance management process for all direct reports.
• Documentation (e.g. process/procedure/technical or end-user manuals)
• Manage service items into the project development pipeline.
• Coordinate project specific testing/validation efforts.
• Assemble and present team’s key performance indicators.
• Serve as a technical escalation point for Tier 1 and Tier 2 support.
