Description

We are seeking a proactive Manager of Tech Support to join our team. Based in San Francisco, California, the role will primarily involve managing customer escalations, mentoring new employees, and ensuring adherence to approved processes. This is a contract to permanent employment opportunity.

Responsibilities:

• Oversee the monitoring of queue to ensure customer calls are responded to within set service level agreements.

• Conduct audits of current procedures and ensure that direct reports adhere to these processes.

• Take charge of managing escalations to other support groups.

• Lead direct reports to meet performance goals.

• Organize regular one-on-one sessions with direct staff members.

• Handle escalations arising from team members.

• Guide new employees on Synoptek approved processes.

• Carry out employee performance evaluations, schedule disciplinary actions, and manage paid time off for your direct reports.

• Oversee administrative tasks such as timesheet approvals and labor entries.

• Ensure that documentation related to assigned clients is updated as changes occur to client contracts and environments.

• Be involved in other activities as deemed necessary by the Client Delivery Manager, utilizing critical thinking skills.

• Provide onsite support at the client’s location in South San Francisco.

• Actively work on support tickets and service requests alongside your team.

• Conduct customer meetings as required.

Requirements • A minimum of 5 years of experience in a Tech Support Management role or similar

• Proficiency in Citrix Technologies

• Strong understanding of Cloud Technologies

• Experience with ERP - Enterprise Resource Planning is a must

• Familiarity with ERP Solutions

• Knowledge of Firewall Technologies

• Proficiency in Active Directory

• Auditing skills are required

• Experience with Backup Technologies

• Understanding of Computer Hardware

• Experience in Deployments

• Proficient in VMware

• Must be skilled in Office 365

• Knowledge of Windows Desktop Operating System

• Experience in Manage Services is a plus

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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