Technical Support Manager, 988

Department:Technology
Reports to:Director, Enterprise IT Support
Travel: 10%

Pay Range: $100,000 - $131,500 *

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

The 988 Technical Support Manager's role is to oversee all 988 Help Desk staff (15) and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of 988 Help Desk functions. The Technical Support Manager is also responsible for planning, designing, and analyzing the organization's 988 Help Desk according to best practices while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. This manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Duties/Responsibilities:

Strategy & Planning

• Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.

• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.

• Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.

Acquisition & Deployment:

• Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.

• Conduct research on emerging products, services, protocols, and standards in support of Help Desk technology procurement and development efforts.

• Liaise with vendors for the procurement of new systems technologies; oversee the installation and resolve adaptation issues.

• Ensure appropriate training initiatives for new and existing staff.

Operational Management:

• Manage the processing of incoming requests to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.

• Develop and enforce request handling and escalation policies and procedures.

• Track and analyze trends in Help Desk requests and generate statistical reports.

• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

• Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.

• Oversee the development and communication of help sheets, usage guides, and FAQs for end users.

• Oversee the development, implementation, and administration of Help desk staff training procedures and policies.

• Train, coach, and mentor Help Desk Technicians and other junior staff.

• Manage the overall Help Desk activities and staff.

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• Monitor incident trends and anticipate potential problems for proactive resolution.

Required Skills/Abilities:

• Hands-on experience with Help Desk and remote-control software

• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365, Azure, AWS

• Experience with computer security systems, password, and file protection protocols

• Basic networking knowledge to support desktop issues

• Solid technical background with an ability to give instructions to a non-technical audience

• Customer-service oriented with a problem-solving attitude

• Excellent written and verbal communications skills

• Team management skills

• Team-oriented, possess a positive attitude, and work well with others.

• Genuine passion for providing excellent customer service and a problem-solving attitude.

Required Qualifications:

• 5+ years of professional or technical experience in IT with a strong background in all aspects of customer service.

• 2+ years' current management experience that demonstrates proficiency in leadership techniques and management of resources.

• Experience managing a 24/7 support team a plus

• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365, Azure, AWS

• Experience with Genesys Cloud and Salesforce a plus

• Basic networking knowledge to support desktop issues

Other Requirements:

• Must be team-oriented, possess a positive attitude, and work well with others.

• Have a genuine passion for providing excellent customer service and a problem-solving attitude.

• Must be able to meet outside of regular hours with 2nd and 3rd shift teams on occasion (between 5-6PM ET and 7-8AM ET)

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.