Technical Support Manager

Salary Grade    Hiring Range  $63k   $80k

The Technical Support Manager has responsibility for the success of the Technical Support team. Technical Support provides support of all ES&S software and hardware products to internal and external customers via phone, email and online support tools. This role will manage a team of Hardware and Software Support technicians and be responsible for establishing team goals, overseeing resolution of technical support work tickets, handling all personnel matters, and representing product support interests to other departments within the organization.

Essential Duties and Responsibilities:

1. Collaborate with team members to optimize problem resolution processes in alignment with customer expectations.
2. Ensure proper coverage of election support schedules, and staffing considerations for major election events.
3. Establish/maintain mechanism of key performance indicators and provide monthly reports.
4. Partner with other departments to assist in improving the customer support experience.
5. Assist with RFP responses and monitoring of customer agreements and/or custom Service Level Agreements
6. Monitor compliance of State and Federal reporting requirements
7. Distribution of incident reports for key customers (monthly, quarterly) and internal resources
8. Find opportunities for team to assist in development and testing of go forward and legacy products.
9. Create and maintain budget of Technical Support department
10. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:

Education: Must have a bachelor’s degree in business administration or computer technology field;

Experience:

At least5 years experience including:

Knowledge of PC/hardware operation

Proficiency with Microsoft Office Applications

Computer hardware and network proficiency

Previous Help Desk or Customer Support experience

Competencies:

Technical capacity

Problem Solving/Analysis

Communication proficiency

Personal effectiveness/credibility

Personnel Management

Licenses/Certifications Required: None

Supervisory Responsibilities: Manager will have several direct reports covering the hardware and software support teams.

Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel: Approximately up to 20% travel is expected. All ES&S employees provide election support services by assisting jurisdictions at the customer location.

Security: Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ES&S Security Policy. Incumbents must proactively read, comprehend and adhere to all ES&S security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ES&S New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ES&S Security Policy Manual.

EEO Statement: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ES&S will be based on merit, qualifications, and abilities. ES&S does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, age, disability, genetic information, or because of past, current, or future military obligations or any other characteristics protected by law.  This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

E-Verify: ES&S shall electronically verify the employment eligibility of their newly hired employees and shall submit a query to E-Verify for any newly-hired employee after completion of the I-9 process and no later than the end of the third business day after the employee’s actual start date.