Senior technical support manager job description

Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has
one exciting mission: To entertain the human race .

PRIMARY PURPOSE:

The Manager Technical Support will lead the day-to-day operations of the Technical Service Engineer (TSE) team, including managing and supervising team members, while providing support of the information systems server and network infrastructure to include but not limited to administration, configuration, physical security, backups, and related database administration in addition to providing on-site support to internal customers while performing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures, within the framework and intent of the Company.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Manages Technical Service Engineer team, ensuring efficient hiring, staffing, employee development and training, performance management, and policy enforcement. Executes established budgetary and strategic goals for the department Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, and installing servers, storage, networking, UPS and other technology equipment throughout the property. Plans, develops, and oversees and/or prioritizes property-level implementation of support services and execution of technical services in conjunction with the Corporate and Regional teams; monitors service delivery problems and implements solutions. Oversees help desk ticket queue activity to ensure all tickets assigned to the TSE team are completed and/or resolved with a high level of service in a timely manner. Develops work goals and departmental projects; assigns and coordinates work projects; reviews completed projects to ensure that goals, cost and time commitments are met and that implemented systems are compatible. Creates and implement processes to ensure an efficient delivery of IT services. Audits Shift Reports to ensure they reflect actual activities and experiences, and that it is delivered to all recipients on a consistent and timely basis. Develops TSE SLA reports, audits for accuracy, implements solutions to improve SLA's, and reviews with leadership. Acts as the property expert on technologies and sets priorities in incident resolutions. Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center and IT closets. Implements virus protection, detection, and elimination as required. Collects performance data from system components such as network devices, file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in order to evaluate incidents and execution of problem resolution. Ensures a full set of documentation for all systems and networks are maintained. Provides insight on server placement, Active Directory structure, network design, and all other technology. Maintains licensing information for all installations performed. Ensures licensing compliance with licensing agreements at the data center level. Promotes and maintains the highest level of customer service to all guests while staying alert to their needs. Responds effectively to guest inquiries related to the property while providing excellent guest service. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Perform other job related duties as requested.



SUPERVISION:


Tech Support Engineer III Tech Support Engineer II


Tech Support Engineer I



MINIMUM REQUIREMENTS:


Bachelor's degree in Computer Science or related field, or equivalent experience At least two (2) years information technology operations experience that includes experience in leading an IT help desk technical dispatch team in a Microsoft environment. An equivalent combination of education, training and experience will be considered.



PREFERRED:


Knowledge of multiple platforms: Intel, Unix, iSeries preferred. Working knowledge of technology and applications used in a Casino or hospitality environment preferred. Experience with IGT gaming systems, Cash Dispensing Systems, and Kiosk technology preferred. Certification (Microsoft, Cisco, A+, Network+) or equivalent experience preferred.



CERTIFICATIONS, LICENSES, REGISTRATIONS:


Gaming registration as required by applicable jurisdiction(s) Proof of eligibility to work in the United States



KNOWLEDGE, SKILLS, AND ABILITIES:


Demonstrated experience with operating systems internals, Internet communication protocols and system utilities. Ability to be on-call for emergencies. Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients). Experience using remote control and automation tools to resolve client issues. Experience installing server related hardware (tape drives, memory, hard drives, networking), evaluating performance issues on workstations and servers (upgrading and reconfiguring), and training personnel on different types of equipment. Experience installing and upgrading PC hardware and PC software/operating systems. Experience with servers, network devices, and printers. Working knowledge of LAN and WAN networking and protocols. Strong analytical and listening skills. Self-motivated with excellent organizational skills and attention to detail. Ability to handle and maintain confidential information. Ability to lift and carry up to thirty (30) pounds at a time. Ability to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting. Ability to multi-task several activities and duties simultaneously. Ability to function and act independently. Ability to work well with people, in a team environment, and to communicate effectively both written & oral. Ability to function in a fast paced environment, under short time constraints, and within established deadlines. Ability to work a flexible schedule including extended hours, weekends, holidays and evenings. Excellent customer service skills. Interpersonal skills to effectively communicate with all business contacts. Ability to effectively communicate in English, in both oral and written forms.



WORKING CONDITIONS:


Regular scheduled hours : Work Days: Hours: Other - Must be flexible if needed for work outside of normal business hours. Participates in periodic on-call rotation schedules.


*This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.


Location:

Springfield, Massachusetts

At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design capabilities, manufacturing know-how, supply chain insights and global product management expertise to enable success for the world's leading brands. We are driven by a common purpose to make a positive impact for each other, our communities, and the environment.

Jabil is a product solutions company providing comprehensive design, manufacturing, supply chain and product management services. Operating from over 100 facilities in 29 countries, Jabil delivers innovative, integrated, and tailored solutions to customers across a broad range of industries and end-markets, such as automotive, consumer lifestyle and wearable tech, defense, and aerospace, connected home and building, industrial and energy, enterprise and infrastructure, healthcare, mobility, packaging, and printing.

Jabil is seeking a Senior Engineer Services Manager who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by leading our Jabil Cloud Remote Technical Support team reporting to the Cloud Services Director. The ability to work across cultural boundaries and to collaborate with other teams are key skills required for this role. The position requires managing a 24/7 operation and will require someone who is pro-active and communicates effectively.

The ideal candidate will be a proven team leader and capable professional with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to manage and drive a team of professionals troubleshooting various severity level data center infrastructure related problems and expertise in implementing solutions to resolve these hardware anomalies.

You will also be responsible for interfacing with customers, 3rd-party contractors, and Jabil product engineering teams, as well as sales, marketing, and CTO, to ensure your deliverables meet the optimal responsiveness expected by our customers. The expectation for this position is to drive excellence in operations, as well as Should possess good presentation and influencing capabilities.
ESSENTIAL DUTIES & RESPONSIBILITIES

Provide overall technical support management, including:

Case load assignment, escalations, and requests for assistance for engineering support Lead and train Level 1 thru 4 Support Technicians and/or 3rd-Party contractors Set up simulated environments to reproduce issues and test potential workarounds Log product defects for submittal to Engineering for product upgrade/integration Development of Process improvements and policy guidelines Write and/or review technical documents (User guides, knowledge articles, Support Plans, Technical Advisory Bulletins/Product Change Notices, etc.) for internal and client consumption Participate in cross-functional and team projects, as required Provide regular reporting to management & engineering Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor Comply and follow all procedures within the company security policy May perform other duties and responsibilities as assigned



MANAGEMENT & SUPERVISORY RESPONSIBILITIES


Typically reports to Management. Direct supervisor job title(s) typically include: Director of Business Solutions and Services Director.
Job is not directly responsible for managing other employees at this time (e.g., hiring/termination and/or pay decisions, performance management), although job does require supervision of 3rd-party contractors.



JOB QUALIFICATIONS



EDUCATION, KNOWLEDGE & EXPERIENCE REQUIREMENTS



Bachelor's degree in CS, CE, EE or related fields. Master's degree preferred. CS, CE, EE, or MBA Or a combination of education, experience and/or training Overall 8+ years of experience in advanced technical positions (technical support, development, solution engineering, solution architect) working with data center compute, storage, and networking infrastructure environments, including previous management and/or supervisory experience. Experience with ticketing system and technical support processes for case handling Experience in a research and development and/or manufacturing environment and/or laboratory experience a plus


BE AWARE OF FRAUD: When applying for a job at Jabil you will be contacted via correspondence through our official job portal with a jabil.com e-mail address; direct phone call from a member of the Jabil team; or direct e-mail with a jabil.com e-mail address. Jabil does not request payments for interviews or at any other point during the hiring process. Jabil will not ask for your personal identifying information such as a social security number, birth certificate, financial institution, driver's license number or passport information over the phone or via e-mail. If you believe you are a victim of identity theft, contact the Federal Bureau of Investigations internet crime hotline (www.ic3.gov), the Federal Trade Commission identity theft hotline (www.identitytheft.gov) and/or your local police department. Any scam job listings should be reported to whatever website it was posted in.


Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identify, age, disability, genetic information, veteran status, or any other characteristic protected by law.

This position description is subject to change at any time as needed to meet the requirements of the program or company.

Technical Support Manager Senior is responsible for managing multiple contract operations, ensuring quality standards and work performance on all task orders and projects; planning, organizing and overseeing work efforts; assigning resources; managing personnel; providing risk management; ensuring quality management; monitoring overall project and contract performance. Responsible for ensuring senior level management within the client organization, is aware of overall program status, including all relevant projects and their potential impact on higher level organizational strategic vision, this may include subject matter and unique technical knowledge). Ensures all work is performed in accordance with (IAW) the terms and conditions of the contract and consistently within the established standards in this PWS and contract. Drive excellence by performing detailed analysis of department metrics and customer satisfaction data and determining actions to meet or exceed performance requirements. Develop new and/or improved processes based on corporate and customer feedback. Prioritize team and departmental objectives to ensure company goals are met or exceeded. Manage a multitude of customer and database management issues and departmental projects simultaneously in conjunction with other departments, develop, implement, and maintain customer self-help tools that allow customers to address their own support issues without having to contact a support team member. Ensure training requirements are sufficient for all team members to develop and grow individual and departmental skills. Ability to effectively manage and coordinate remote personnel. Ensure proper adherence to all process and procedures, program management, and sales & marketing programs as applicable to customer service department. Facilitate communication within cross-functional teams to include executive level communicat The ion and presentation of data. Manage case escalations from sales personnel as well as customers. Uphold company Privacy Policy guidelines regarding any-and-all customer data. Review customer satisfaction surveys for your team and respond to surveys that require management attention. Regularly conduct team meetings and 1-on-1 meetings with your direct reports. Special projects as assigned.
Responsibilities



Major Job Activities:


•Manage Customer Expectations and Customer Relationships.
•Manage all Aspects of Contract Execution.
•Assume and manages Fiscal Responsibility for all Contract Actions.
•Ensure Accurate and Responsive Reporting on all program metrics.
•Manage Key Personnel Actions/Activities.
•Provide timely feedback to direct reports regarding positive and negative performance.
•Address all personnel issues in a timely and professional manner.
•Conduct ongoing mentoring and coaching to ensure annual performance goals are met.
•Optimize staff efficiency to ensure team coverage meets customer service level targets.
•Effectively manage employee perceptions regarding necessary corporate changes..
•Develop and coach team leads to handle supervisor responsibilities for their team's staff
•A high degree of professional conduct with excellent telephone skills.
•Ability to effectively communicate with all levels of customer experience & ability.
•Advanced proficiency with all Microsoft Office products (Word, Excel, Outlook & PowerPoint).
•Experience using Salesforce, or similar CRM systems and database management.
•Strong written, oral, and presentation skills.


Material & Equipment Directly Used:


•Office computers and equipment, telephones, radios, Microsoft Office suite of tools, spreadsheets and database outputs and reporting, virtual data sharing platforms (e.g., SharePoint, Teams, etc.) and other forms of remote worksharing tools.


Working Environment:


•Primarily performed in an office environment, with work in virtual space, as well as operations centers, network/server rooms, and other datacenter environments.
•The Technical Support Manager Senior must be available during duty hours Monday through Friday, except Federal holidays, or when the Government installation/facility is closed for administrative reasons.


Physical Activities:


•Must be able to sit, stand, and work at a computer for long periods of time.


Qualifications



Minimum Qualifications:



Education / Certifications:


•U.S. Citizen.
•Abiltiy to obtain a Secret Clearance.
•Bachelor's Degree in technology or computer science preferred.


Experience:


•Minimum of seven (7) years' experience in IT management on multiple projects/tasks.
•Broad knowledge and experience managing relationships with senior level management within the client organization.
•Experience with or knowledge of programming languages and operating systems (MS Exchange, Active Directory, and other Windows-based systems), current equipment and technologies, NIST Risk Management Framework (RMF) environments, enterprise backup and recovery procedures, and system performance monitoring.


Skills & Technology Used:


•Microsoft Office.
•Microsoft Teams.


Supervisory / Budget Responsibilities:


•May supervise first tier manager/supervisors/leads.
•May be esponsible for some fiscal/budget actions.


We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.