Support Team Manager

Careers Page Banner - NCI
Department: Services Reports to: VP of Services
Classification: Salary

Location: ND - Fargo

 

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Incorporated (NCI) is a Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. Within NCI, our services team supports our customers from service desk to infrastructure consulting and custom application\website development, offering a variety of career paths and opportunities. We hear from our employees that one of their favorite things about working at NCI is the experience they get working with a wide range of different technologies and customer environments.

SUMMARY

The Support Team Manager is a services expert focused on building internal\external relationships while delivering exceptional results.  This role works collaboratively across the services organization, sales, operations and admin to drive the performance of the team forward in tandem with world class customer results.  There are two key aspects of this function – delivering value to our customers through your team and managing team initiatives to move business results forward. 

ESSENTIAL DUTIES 

Dedication to Customers

  • Drives value to customers and team members by sharing IT related knowledge and how NCI partners with customers to support their business strategy and goals
  • Serve as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure ticket issue resolution
  • Provide consistent oversite on ticket progress to ensure timely resolution
  • Drive problem investigations and resolution as required
  • Project manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution
  • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Perform customer follow-up to verify final resolution and determine satisfaction level
  • Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers
  • Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs
  • Manage team to meet SLAs

Responsible Innovation

  • Demonstrate an approach of continuous improvement across all areas of the work
  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand
  • Partner across internal teams to vet and onboard new products and\or services
  • Develop, implement and continuously improve process documentation
  • Project manage initiatives for the team to deliver on next generation services
  • Actively participant in best practice sharing within the services organization
  • Proactively explore automation and net new efficiencies, making recommendations to senior leadership

Commitment to Employees

  • Lead by example
  • Foster a positive team environment that stays true to NCI's core values 
  • Set clear goals and expectations for your team, holding each person accountable
  • Provide consistent coaching regarding ticket handling, job performance, career development, etc. by conducting one-on-ones and in-the-moment coaching
  • Manage the team to meet efficiency commitments
  • Educate your team regarding career path opportunities at NCI through learning opportunities, certifications and projects
  • Create and execute on annual certification plan
  • Proactively share knowledge, coaching to the why as much as the what and how, meeting team members at their skill level 
  • Facilitate team building activities 
  • Proactively and effectively communicate across all NCI teams 
  • Contribute to the NCI culture through a positive attitude 
  • Demonstrate a willingness to grow personally and professionally 
  • Contribute to the overall interest of NCI and our continued success by collaborating across Services, Sales, Operations and Finance

REQUIREMENTS

  • 5+ years of experience in a technical and\or services industry
  • Advanced problem-solving skills
  • Attention to detail
  • Prior support experience preferred
  • Ability to develop and execute procedures or standards to implement technical solutions • 
  • Excellent written and verbal communication skills 
  • Prior mentoring or leadership experience preferred 

MEASURABLE SUCCESS TRACKING

  • 40+ hours per week 
  • Local and regional travel
  • scheduled overnight travel