Utilizing established company guidelines and procedures, provide direct supervision to the technical support teams handling installation and maintenance support to technical service partners and customers.
Set performance goals and review work flow metrics to ensure staffing is adequate.
Ensure company deadlines are being meet to minimize delays in service and ensure team has adequate training to increase remote resolution.
Monitor and ensure support requests received via phone or submitted via Microsoft Dynamics are being processed according the established company guidelines and procedures
Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities. Information is gathered and documented based on support being performed.
Utilizing established company guidelines and procedures provide direction to team.
Provide a line of communication between upper management and employees, foster a positive team environment and assist coworkers as needed.