Best Practices, Brewing, Communication Skills, Computer Science, Continuous Improvement, Customer Escalations, Customer Satisfaction, Customer Service Management, Customer Service Operations, Customer Support/Service, Desktop PC, Employee Assistance Plan, Help Desk, Identify Issues, Incident Response, Information Technology & Information Systems, Insurance, Laptop PC, Maintenance Services, Mobile Devices, Network Connectivity, Operations, People Management, Performance Analysis, Performance Metrics, Performance Reviews, Peripheral Hardware, Problem Solving Skills, Process Improvement, Scalable System Development, Semiconductors, Service Level Agreement (SLA), Technical Support, Time Management, Training/Teaching, Trend Analysis
Brewer Science, Inc. is a major innovator of high-technology solutions for the semiconductor / microelectronics markets. We are currently seeking a purpose-driven candidate with an ownership mentality to fill an open position as a Manager, IT Customer Support. This position will be located in Rolla, MO.
Summary:
The Manager, IT Customer Support, is responsible for overseeing the daily operations of the customer support team and the IT Help Desk team, focusing on end-point services, infrastructure support, and help desk functions. This role ensures that IT support services are delivered efficiently and meet organizational standards for quality and performance.
Responsibilities:
- Supervise and lead the customer support team, including help desk/end-point support technicians. Provide guidance, training, and performance evaluations.
- Oversee the help desk function to ensure timely and effective resolution of user issues, including ticket management, escalation procedures, and customer communication.
- Manage end-point support activities, including the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripherals.
- Coordinate infrastructure team to address issues related to network connectivity, server access, and other IT infrastructure components impacting end users.
- Ensure efficient handling of IT incidents and service requests, adhering to established SLAs and ensuring high levels of customer satisfaction.
- Develop and maintain performance metrics and reports to track support team performance, identify trends, and drive continuous improvement.
- Implement best practices and process improvements to enhance the efficiency and effectiveness of customer support operations.
- Serve as a point of contact for escalated issues, communicating effectively with end users and other stakeholders to resolve complex problems.
- Leverage service desk tools to define reports, advance views/queries, forms/workflow updates, escalation paths, etc. that reveal trends, resource needs, opportunities, and efficiencies.
- Collaborate to build out scalable tools for auto-deploying, managing, and securing endpoints.
- Engage in partnership meetings with business unit leaders to ensure customer support and gauge effectiveness and responsiveness.
Education & Credentials:
- Bachelor''s degree in information technology, computer science, or a related field and 6+ years related experience or
- An equivalent combination of education and experience.
Benefits
At Brewer Science, we are a Top Workplace, Certified Employee-Owned, Certified B Corp, and GreenCircle Certified Zero Waste to Landfill. By joining Brewer Science, you will be eligible to receive benefits including:
- Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
- Paid leave, including community service leave, wellness breaks, and other special leave
- Employee stock ownership, 401k, and bonus plans
- Educational assistance & employee assistance program
Application Process: To apply for this position please complete the online application. This position is open until filled. Screening will begin immediately.
Equal Employment Opportunity - M/F/Disability/Veterans