Job Description

OVERVIEW

Assistant Technical Services Leader (ATSL) works with Technical Services Manager to manage one or two technical teams that are 4-7 people. Each team is responsible for servicing approximately 50 clients. The mission of an ATSL is to be the primary backup resource for their team’s technical staff and clients, provide exceptional value to clients through strategic scheduling and resource planning.

PRIMARY DUTIES AND RESPONSIBILITIES

·         Manage incoming calls and emails for the Remote Support team.

·         Responsible for the input of all incoming client support requests via any method.

·         Opening service calls for each issue and ensuring accuracy of information.

·         Assists in the constant improvement of processes and procedures as it relates to Client support; work directly with Quality Control on recommendations base on predetermined standards.

·         Keep client informed of status, timing and options for support as needed.

·         Manage and plan scheduling of technical resources inside the assigned team(s).

·         Proactively communicate problems, issues and status updates to clients and appropriate internal personnel.

·         Prioritize, track and review service orders/calls at TSM direction.

·         Ensure timely close rates and meeting benchmarks set for different types of orders/calls.

·         Assist in identifying training opportunities for assigned staff and mentoring opportunities within the team.

·         Assist TSM in evaluating trends in client IT environments and provide feedback to clients timely.

·         Collaborate with TSMs in analyzing client surveys to identify areas for improvement.

·         Additional duties may be assigned.

QUALIFICATIONS

• 2+ years in the IT industry preferred.
• 5+ years working directly with clients.
• Pleasant phone voice and demeanor
• Outgoing and confident personality
• Knowledge of Microsoft Office, including but not limited to Outlook and Excel.
• Ability to work with limited direction.
• Strong client and team interaction focusing on:
  • Communication
  • Problem Solving
  • Excellent verbal and written communication skills
• Ability to multi-task in a fast paced environment

EDUCATION

Associates Degree or equivalent experience in the position requirements.

TRANSPORTATION

Must have a reliable vehicle, valid driver’s license and valid insurance.

PHYSICAL DEMANDS

The employee may regularly lift and /or move up to 10 pounds.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position.  Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.