Job Description

As the IT Customer Support Manager you will help lead a world class IT Support team, and will ensure we continue to provide outstanding customer & technical service to our customers. You are someone who obsesses about the customer experience and wants to build a culture where our IT customers always come first. You understand how a high-functioning IT Customer Service organization can positively improve overall satisfaction and organizational success. You will lead and manage a team of IT practitioners to achieve their development goals.

In this critical role, you will focus on solving complex, high-impact technical and customer problems by creating and managing customer-facing processes. This position will be leading a dedicated team to deliver the best in the industry technical support. In this role, you will manage the customer's experience being the leader of the key points of contact and trusted advisor for Sphere’s technology. Your primary focus with be supporting technology solutions to our customers to make Sphere the market leader in payment technology.

RESPONSIBILITIES

• Manage the day to day operations of the IT Customer Service organization responsible for end-user IT support within the company
• Develop agile processes to meet the support needs of Sphere’s customers and its employees
• Support the transformation from reactive to proactive to predictive
• Define and manage the continual improvement of IT Service Desk KPIs, processes, metrics, and technology
• Develop ongoing reports on ticketing trends and team performance
• Conduct regular 1:1’s, coaching sessions, performance reviews, and ensure any other individual/team development needs are addressed
• Coach IT Support specialists to provide an exceptional customer service experience
• Lead the analysis and reporting of service failures and/or end user feedback
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes and reporting including Root Cause Analysis processes
• Lead a team to be the first point of contact for customers when they are having production issues.
• Build strong, trusting relationships with Sphere’s internal and external customers.
• Provide leadership and execute on providing customers a positive experience by being the customer voice and advocate. Manages Product Support customer relationships ensuring we are delivering highest possible value to our customers.
• Manages the ticketing queue and ensures our vision is being executed and goals met.
• Perform other duties as assigned.

REQUIREMENTS

• Minimum 8 years of relevant technical and functional experience in any of the following fields - IT, client desktops, cloud computing, virtualization and global infrastructure, networking, security, and software development
• Previous leadership or mentoring experience required
• Experience with industry-standard operational practices such as change management, incident management, problem management, and vendor management
• Ability to distill complex issues into solvable and applicable tasks
• A passion for pushing boundaries and questioning the status quo
• Ability to work with technical and non-technical, cross-functional groups
• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences

PREFERRED QUALIFICATIONS

• Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution.
• Relevant experience within a call center, IT help desk, or network operations center (NOC)
• Process improvement and performance optimization experience preferred
• Prior leadership experience leading a Customer Service Support team
• Proven ability to organize multiple priorities, manage projects, and team to achieve deliverables

Company Description

Sphere, powered by TrustCommerce, is a leading provider of end-to-end integrated payments, security software, payments gateway and merchant acquiring products and services. Sphere serves a variety of companies from large, complex enterprises to small local businesses across a range of end-markets, including healthcare, restaurant, retail, parking, education, transportation, and insurance. We offer a dynamic, fast-paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.