Director of Technical Support at Follett Corporation in Mchenry, IL
Job Description The Director of Tech Support oversees and guides the activities of technical support process for stores. Monitors the quality and timeliness of group performance. Evaluates and develops support desk programs and policies. Conducts analyses and prepares reports on progress, work trends, and problems. Works in partnership with IT and other teams to build long-lasting solutions to common problems. Streamlines process with cost savings and high level of service to the organization as top priorities. Job duties Set direction for the group, assess ongoing staffing needs, and measure department deliverables against objectives and goals. Drive performance through accountability. Supervise three Management level associates Using continuous improvement and agile methodology, identifies and automates workflows within the department. Develops training programs so that all team members may serve their constituents quickly, easily and with minimal contact. Drive KPIs for department, especially those related to efficiency of ticket closing process. Work with all application owners to develop and document robust contingency plans to communicate outages, as well as provide necessary troubleshooting data to resolve downtimes quickly. Collaborate directly with teams throughout the building:
IT team to ensure time sensitive projects are planned/executed. Responsible for DEVOPS projects as necessary. Prepare departmental personnel, capital, and operations expense budgets. Owns Break/Fix process ($1.5M capital budget annually), ($1M operating annually) Capture key operational metrics / KPIs for organization that provides gauge of customer experience, top call drivers, first call resolution, etc. Optimization of staffing / contractor model to ensure appropriate staffing levels for peak times in the school year and SLAs are being met Job Category Information Technology Overview Requirements Bachelors Degree or equivalent experience Masters degree preferred 7-10 years of experience SQL query composition, ability to work with disparate data sets
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
IT team to ensure time sensitive projects are planned/executed. Responsible for DEVOPS projects as necessary. Prepare departmental personnel, capital, and operations expense budgets. Owns Break/Fix process ($1.5M capital budget annually), ($1M operating annually) Capture key operational metrics / KPIs for organization that provides gauge of customer experience, top call drivers, first call resolution, etc. Optimization of staffing / contractor model to ensure appropriate staffing levels for peak times in the school year and SLAs are being met Job Category Information Technology Overview Requirements Bachelors Degree or equivalent experience Masters degree preferred 7-10 years of experience SQL query composition, ability to work with disparate data sets
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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