Service Support Manager Job Description
Service support manager
provides guidance to Senior Service Engineers and Service Engineers in handling customer situations and addresses customer satisfaction issues that may compromise relationship.
Service Support Manager Duties & Responsibilities
To write an effective service support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Design and maintain tracking tools/models which enable timely monitoring, measurement, analysis and forecasting, with an emphasis on high risk processes
Fully responsible for the end-to-end strategies, delivery and support of key credit fulfillment processes within the BSC
Fully responsible for the National Office Operations strategies with respect to managing, monitoring and continuously improving key credit process functional areas
Partners with key stakeholders to implement credit process strategies to improve both the client and employee experience by making Small Business and Commercial credit processes simpler, faster and better
Managing all aspects of the business including customer satisfaction, financial performance, on-time delivery, capacity, purchasing, supplier management, continuous improvement initiatives, quality, and employee relations
Management and growth of existing tool supply chain including improvements to OTD and quality performance
Empowering and training employees to better utilize existing skills and to develop new skills to ensure a highly competent and motivated workforce
Encouraging technological innovation and process improvement initiatives to enhance quality, cost effectiveness and customer satisfaction
Responsible for the end-to-end strategies, delivery and support of liability advance processes within the BSC and CART (Client Action Request Tool)
Responsible for the National Office Operations strategies with respect to managing, monitoring and continuously improving key credit process functional areas
Service Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Support Manager
List any licenses or certifications required by the position: ITIL, PMP, HDI, ITSM, V3, II, MCP, CPA, SAP, MCSE
Education for Service Support Manager
Typically a job would require a certain level of education.
Employers hiring for the service support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, Computer Science, Engineering, Technical, Management, Education, Communication, Leadership, Information Technology, Business/Administration
Skills for Service Support Manager
Desired skills for service support manager include:
Tools
Ability to leverage that information in creating customized customer solutions
Current and future Service Desk issues and technologies
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Ability to utilize processes
Addressing and preventing fraudulent situations
Anticipating
Approaches
Desktop operating systems and applications
ITIL principles
Desired experience for service support manager includes:
Document and maintain up-to-date, end-to-end process maps, folios and procedures, including the review of related policies to ensure full compliance
Maintain ownership of credit processes and procedures
Maintain an issues/action log for all open items/resolved issues and shares with the Centres on a regular basis (minimum monthly) demonstrating progress on each item captured
Works with various National Office partners and the BSC’s to review, refine and introduce process changes in implementing continuous improvements required to mitigate and/or monitor risks identified through tracking/analysis and/or issues log
Ensure both internal and Business led initiatives that impact credit processes are implemented in a manner that reflects the ongoing change management requirements of the BSC
Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested
Service Support Manager Examples
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Service Support Manager Job Description
Job Description Example
Our company is hiring for a service support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service support manager
- Developing and maintaining close contact with the central Service delivery teams good contact networks and operational areas including Contact Centre, Payments, Credit and other areas of the bank to ensure all their and provide operational solutions for our clients
- Accountable for the overall delivery of support services in the region, ensuring that BI visualization service performance meets or exceeds established goals / SLAs, within budget and with a good customer satisfaction rating
- Build and manage a regional managed team (direct/matrix) that designs, operates, and continually improves the BI Visualization support in the region
- Manage TSS Service Desk team providing first-level desktop services and support to HBS faculty, staff and Doctoral students, primarily through phone, e-mail and walk-in channels, but also in-person field visits as needed
- Provide leadership and development to 5-7 direct staff, including both full-time and temporary resources
- Deliver on mission of providing world-class desktop services and support at every opportunity, and model this mission individually
- Closely manage a high-volume, fast-paced individual work queue filled with shifting priorities and many simultaneous pieces of work
- Identify and oversee resolution of systemic issues driving incoming support call volume
- Implement process changes to improve products, service delivery, and team performance
- Coordinate HBS account creation, update, and removal for all incoming and outgoing faculty, staff, and doctoral students
Qualifications for service support manager
- System administration experience in Linux environment including shell scripting and other scripting languages is a plus
- He/she has excellent attention to detail and a desire to learn and master new technologies
- Knowledge of IRIS to track and prioritize incidents, problem management, change management and service requests
- People / stakeholder management skills or experience
- Have an understanding of end to end supply chain processes and financial processes within JNJ and the technologies used to support these processes
- Must have 5+ years of experience delivering support services for BI solutions
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Service Support Manager Job Description
Job Description Example
Our company is searching for experienced candidates for the position of service support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service support manager
- Consult with customers and internal team members to identify business and support needs, and recommend/implement solutions
- Successfully plan and execute technology projects of all scopes and sizes
- Work with management and peers to set and implement strategies and policies
- Directly manage operational processes affecting team and customer base workflows
- Work with management and peers to ensure adequate Service Desk coverage across all service channels during open hours
- Work with peer ITSS teams to actively share and balance resources based on project and operational needs
- Play a central role in the negotiation and initiation of the project
- Planning, organising, leading and controlling the area and staff assigned to achieve business objectives, with a focus on technical, quality and safety standards
- Managing the cost, schedule, commercial and technical performance including
- Ensure sufficient resources (labour, equipment, plant and materials) are allocated to meet schedule requirements, whilst effectively assessing and managing business risks
Qualifications for service support manager
- Must participate in a shared 24x7x365 on call rotation with other management staff
- A strong desire to supervise or manage direct reports as a core career aspiration, desire to coach and develop others to their fullest potential
- A demonstrated aptitude for peer leadership and self-improvement
- Unparalleled and demonstrated ability to deliver world-class customer service, and a strong desire to help others
- Superior maturity, professionalism, and judgment
- Strong background supporting both Windows and Apple personal computing environments
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Service Support Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service support manager
- Act as a key point of contact and focus on customer requirements, ensuring contractual compliance and implementing proactive solutions to resolve non-conformances
- Partner with various internal stakeholders in areas such as
- Complete reporting requirements and other similar deliverables, including the preparation and submission of financial reports when required
- Manage a variety of industrial relations, security and HSE matters
- Responsible for management of standard IT Service Management processes using (Service Now)
- Accountable for the overall design and delivery of IRIS services (including build and support) , and establishing and ensuring that service delivery meets or exceeds performance goals/SLAs
- Liaison with Business IT owner and key stakeholders of IRIS platform
- Assume management responsibility and delivery for your teams, including adherence to all manager responsibilities associated with support delivery processes
- Ownership for operational execution of key MVS support missions
- Directs quality control of account data and management reporting
Qualifications for service support manager
- Must be accessible by personal cell phone during business hours for occasional support emergencies
- Background in higher-education and/or large corporate environments desirable, as are industry-standard hardware/software certifications
- Experience working in or supervising a help desk or call center environment
- Desire to identify and drive resolution of systemic technical issues
- Interest and ability to assess and improve work processes
- Experience with Microsoft SharePoint and/or website content management
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Service Support Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of service support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service support manager
- General assistance to customer personnel, on board and on the base
- Finding innovative solutions to improve the Repair Turn Around Time and Spare procurement lead time, in order to meet ISScontractual requirements and maximize availability of systems
- Becoming the trusted ISS advisor to the customer
- Monitor system condition and customer satisfaction and report periodically
- Contributing positively to Customer satisfaction with respect to ISS activities
- Manage call center and concern operations • Performs Service Writing and counsel • Manages warranty and cost savings • Maintain records of time, materials and work performed • Order shop supplies • Perform other related duties as assigned
- To ensure reliability and responsiveness to customer requests, complaints, required information from end to end processes (order placement to delivery including queries on orders, available stock, deliveries)
- To ensure proper administration, documentation and financial reconciliation of the customer base (customer claims and issue credit notes for special discounts, shortages, damages)
- Recognition of the client-specific requirement participation in the preparation of corresponding descriptions and documentation within the framework of an offer
- Coordinates the activities of the project team, which includes, but is not limited to identifying the appropriate resources needed and developing schedules to ensure the timely completion of the initiative
Qualifications for service support manager
- Proficiency with one of the previous technologies, preferably with Cognos BI (preferably v10.x) (Framework Manager, Transformer, Metrics Server, Analysis Studio, Report Studio, Query Studio)
- Experience with IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
- Experience with the ServiceNow platform
- Experience in leading process service delivery department
- Service management within the travel industry, or within a technology company
- Minimum of 8 years’ experience in information technology is required, preferably in IT Service management
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Service Support Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a service support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service support manager
- Collaborates with project team to outline work plan to assign duties, responsibilities and scope of authority
- Establishes and achieves financial objectives by preparing project budget, scheduling and approving expenditures, analyzing variances and initiating corrective actions
- Provides status reports to supervisor or other management to keep them apprised of progress and any anticipated issues
- Managed Knowledge Management and Self Service initiatives
- Aid in the creation of the Deal Summary Spreadsheet (primary monitoring tool) for new deals at time of closing
- Ongoing maintenance of Deal Summary Spreadsheet to capture all pertinent changes to key deal metrics
- Providing collateral pricing reports to clients on an ad-hoc basis and formally on monthly basis
- Assist the FO in management of deal lifecycle activities (drawings, distributions, waterfalls, ) by running hypothetical scenarios based on client requests to ensure compliance with the deal triggers and coordinate FI Financing review and approval
- Drives solutions to ensure they meet the business need balanced with a pragmatic and integrated approach
- Responsible for responding to inquiries, solving problems using independent judgment and discretion, and ensuring client satisfaction with products and services
Qualifications for service support manager
- Technical Application Owner (TAO) experience is preferred
- Mastering of IT service management principles and practices and ability to provide guidance to others on how to apply these (including vendors) is required
- Understanding of Agile software development concepts is required
- Additional ITIL Service Lifecycle certifications are preferred
- Experience with the Service Now technical platform is preferred.Info Technology
- Management experience in a Support Center environment