The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Manager, Technical Customer Support, Hybrid (Lexington, MA)
The Manager, Technical Customer Support is responsible for the efficient oversight of their assigned support team and overall management of the support queue in alignment with other team managers. This individual is also responsible for mentoring individuals on the team and fostering the Mimecast Way. The Customer Support Team Manager reports to the regional Director of Global Support. Due to the transactional nature of this role, and intense interaction with members of the team, all Team Managers are expected to be in the office on a regular basis to perform these duties.
What You'll Do
Align day-to-day team activities with overall Global Support and Customer Excellence strategies
Communicate and operationalize Global Support metrics and goals at the local support team level
Manage day-to-day operations of your team, including performance management, capacity management, and team scheduling
Drive team performance and quality by leveraging and continually improving our Support Quality Framework
Participate as a member of the Support Leadership team by assisting with process and systems improvement efforts
Work with individual team members to actively coach and build team member development plans, and when needed, performance plans.
Collaborate with our Enablement Team and Launch Pad (Support Learning) team to ensure new team members are onboarded and contributing quickly
Provide a primary escalation point for customers and internal stakeholders for support-related issues
Ensure team performance relative to Support SLA, Customer Satisfaction and Response/Resolution related goals
Identify support trends and opportunities for improvement and partner with support leadership on improvement plans
Manage the closed-loop customer satisfaction feedback program for your support team
Collaborate with our Product & Engineering teams to identify and resolve customer issues
Communicate Support strategy and performance updates to internal teams
Update customers on Mimecast's Support Road Map
Work with members of Customer Excellence, Product & Go-to-Market leadership to continually refine and improve the customer experience we offer
What You'll Bring
2-4 years of Support leadership experience
An emphasis on customer satisfaction and the ability to remain calm under pressure.
Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time.
Demonstrated leadership skills in fast paced, highly dynamic situations.
Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.
Experience working with security products is a plus
What We Bring
At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology.
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DEI Statement
Cybersecurity is a community effort. That's why we're committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they're a cybercriminal, of course.
We're proud to be an Equal Opportunity and Affirmative Action Employer, and we'd encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won't affect your application.
If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.