Support Manager
- Employer
- Sparks Group
- Location
- Herndon, VA
- Closing date
- Mar 16, 2021
Job Details
Sparks Group has partnered with a leading non-profit organization in the Reston/Herndon area seeking a Support Manager to lead and support their tech systems. This role will oversee a team that provides support to over 100,000 staff & clients in their use of the organizations systems, products, and services. This position is 100% remote but must maintain east coast hours (8am - 5pm OR 9am - 6pm). Join an organization that provides an amazing culture and benefits, one of which is a 10% annual bonus based on your achievement (previously established with your manager). If you are interested in learning more about the opportunity, please submit your resume today
Responsibilities:
- Oversee a team of 8-10 members (manage, coach, & train) responsible for receiving, triaging, and resolving support-related requests and incidents
- Manage, respond, and resolve complex issues through incident recognition, research and isolation, resolution, escalation and follow up
- Review daily support tickets, ensure timely service, communication, resolution, and reporting
- Document information and problem-solving processes such as decisions made, actions involved and final resolution
- Provide regular reporting to the Technical Program Director
- Report on the performance of the Support Team as well as the emergence and management of issue/topics trends to the executive team
- Oversee development and maintenance of internal and external knowledgebase content to provide resolutions for common user needs and challenges
- Collaborate with Training functions to ensure the knowledgebase and Training resources remain consistent
Qualifications/Background Profile:
- 3+ years of experience managing staff in a service or support environment
- 3+ years of experience reporting to supervisors on performance of the area managed
- System administration experience with web-based support products like Zendesk and creating advanced/custom reports
- Experience supporting enterprise cloud-based information systems for broad (5,000+ users) user bases
- Experience with Salesforce a plus
- Demonstrated skills in clear, effective internal and external communications and "how to" knowledgebase content
Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!
Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
Company
Bringing the Best People and the Best Companies Together Since 1970.
Sparks Group (formerly SPARKS, Sparks IT Solutions, and Sparks Personnel) is the Washington DC Area's leading temporary staffing and full-time recruiting services provider. Whether you are seeking your next opportunity or looking to add talent, Sparks Group is the ideal partner for you! Each of our four divisions (Sparks Office, Sparks Accounting & Finance, Sparks IT, and Sparks Creative) specializes in placing professionals in temporary/contract, temporary-to-full-time, and full-time roles across a diverse array of staffing categories, positions and levels including: office/administrative, customer service, human resources and talent acquisition, legal support, government and cleared personnel, mortgage/banking, accounting and finance, contracts and procurement, information technology and creative/marketing.
Sparks Group brings over four decades of experience placing professionals in challenging and rewarding positions at many of the area’s most prestigious organizations. Our primary focus is presenting opportunities that match each candidate’s skill-sets, experience levels, career objectives, and growth needs. Sparks Group has regularly ranked as one of the top US staffing and recruiting firms having been named to Inavero’s Best of Staffing Lists® for Client and Employee Satisfaction (2012-2017). Additionally, Sparks Group is proud to have been recently selected for other awards Staffing Industry Analysts’ 2017 Best Staffing Firms to Work For, Washington Business Journal Best Places to Work (2017), the Washington Post’s Top Workplaces® List (2017, 2014), Forbes® Best Professional Recruiting Firms (2017), and the National Capital Business Ethics Award.
- Website
- http://www.sparksgroupinc.com/
- Telephone
- 3012792300
- Location
-
700 King Farm Blvd.
Suite 100
Rockville
MD
20850-5736
US
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