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Check with seller Remote Support Manager (Fri-Mon 9a-8p EST) Bridgeport

Published date: April 3, 2022
  • Location: Bridgeport, Connecticut, United States

WE’VE GOT THE POWER. IT’S OUR PEOPLE.
Do you have a passion for learning about new and emerging technologies? Join our growing team!
_
_About Coretelligent
www.coretelligent.com

Our team members are the foundation to our success. They make us who we are. It's why our employees stay. It's why our clients stay.
Founded in 2006 and led by world-class experts, Coretelligent’s key services – 360 Support, CoreCloud, CoreBDR, CoreArmor and Managed IT – are relied on by top-tier organizations in the financial services, life sciences, real estate, law and technology industries among others.

Our team’s passion and dedication have helped us earn an impressive number of industry accolades from across the nation. Our awards include: Boston Business Journal Fast 50, CRN Triple Crown Award, Inc. 5000, MSPmentor 501 and many more. Headquartered just outside of Boston, in Westwood, Massachusetts, Coretelligent also has offices in New York City, Stamford, Philadelphia, Atlanta and the San Francisco Bay area.

We appreciate and value each and every team member and take pride in providing competitive compensation and benefits, including medical and dental coverage on day 1, employer paid short and long term disability, and 401(k) with a match. Our weekly catered lunches are just one of many perks.

Remote Support Manager
(Weekend Shift: Friday-Monday 9a-8p EST)
Status: Exempt (Salaried)
Reports To: VP of Remote Support
About the Position:
The Remote Support Managers are responsible for ensuring their engineering groups are properly supporting our customers’ needs. Responsibilities include but are not limited to; oversight of daily incident volume, providing ongoing workforce training and mentoring, workforce management, quality assurance for engineer groups, providing and gathering regular feedback and performance metrics, and execution, and serving as an escalation point for a group of engineers.

Responsibilities:

  • Active supervision of engineering groups including their ticket and phone queues
  • Proactive quality assurance of team members’ written and verbal communications
  • Identify and coordinate training opportunities for all assigned resources using skills and career mapping
  • Work with all resource levels to respond to client needs as appropriate
  • Provides N tier support for all products as backup or as part of escalations
  • Coordinates service priorities to ensure all support triage work performed in best time possible and within SLAs
  • Perform trend analysis of both client issues and engineer performance
  • Serve as a liaison of Remote Support to the other internal teams
  • Other duties, not listed, may be assigned by the VP of Remote support
  • Participate in the manager-level on-call rotation for customer support escalations

Requirements:

  • Possess robust industry knowledge around common vendors, products, and services
  • Outstanding communication at all levels within an organization, both written and verbal
  • Detail oriented, highly organized with the ability to effectively document critical information and processes
  • Follow and adhere to defined processes and procedures
  • Proficient in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Etc.)
  • Valid driver's license and reliable personal vehicle
  • Ability to multi-task, prioritize, and manage time effectively in a highly dynamic environment
  • Excellent interpersonal skills and professional demeanor
  • Excellent customer service skills

Desired Experience:

  • 3 to 5 years in an IT, MSP, or Operations role or related field
  • 1-2 years of experience in technical operations management, call center management, and/or an equivalent combination of training and experience
  • Hands on experience with ServiceNow desired, but not required

_
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified._

Job Type: Full-time

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