We are an online platform connecting families that are looking for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. We are a quickly growing organization with over 500 advisors connecting more than 300,000 families every year to one of our community customers.
THE POSITION
Do you thrive on the challenge of problem-solving in SaaS environments? Do you enjoy using your technology experience to lead and contribute to a team of talented people? Are you looking for a challenge where you can apply your skills? If so, come join our team and continue to develop these skills!
Our organization is seeking a motivated and energetic Technical Support Manager who contributes to the overall support of our employee base. Our organization has a deployed sales team, external call center operation, and corporate resources that require strong architecture and troubleshooting skills.
We are looking for someone who has good technical knowledge with the ability to communicate effectively to both understand the problem and explain the solution – and wants to continue learning! This role is expected to interface with all levels of management, corporate business partners, and external vendors. Excellent communication and customer service skills, as well as the ability to translate technical details, are a must.
Responsibilities
What you will do:
- Lead the Tech Support Team to provide high-quality support to all employees and contractors, including day-to-day work, sprint planning, and team member evaluations
- Implement new operational processes aligned with global standards and maintain the existing operations with an eye to improve as needed
- Evaluate existing systems, processes, and procedures, and recommend improvements
- Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting
- Work with our InfoSec team to ensure appropriate policies are implemented.
- Provide Tier 2 and 3 IT support escalated by fellow IT team members
- Deliver a consistent process for the incident and problem escalation along with resolution
- Equipment deployment and imaging
- Provide guidance on desktop architecture
- Administer and support system backup and disaster recovery processes
- Maintain inventory of equipment and software licenses
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on the helpdesk team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Reviews trouble tickets and tracks progress
- Assigns technical resources to complete trouble tickets and ensure the effective operation of the helpdesk
- Evaluates new and emerging desktop products and solutions to ensure system stability; works with other IT units to evaluate and analyze desktop systems impact for upgrades and conversions
- Complex desktop system troubleshooting for tier-two type support
- Project prioritization taking into consideration other project’s needs, staff availability, and current workload
- Analyze system configuration and determine upgrade paths, migrations, and other changes
- Assist in building out your team of tech support professionals
Qualifications
Required Skills and Competencies:
- 5+ years of desktop support experience
- 2+ years IT team management experience
- Microsoft Office 365 Enterprise administration
- Microsoft Active Directory (Azure Domain Services, AD Connect, ADFS, GPO)
- Microsoft Windows OS & Office desktop applications
- Management and administration of cloud-based applications (O365, Google Apps, Amazon, Sophos, Zoom, Okta, and other company cloud services).
- Identify and escalate priority issues as needed
- Customer Service oriented and self-starter that can address customer issues effectively under tight deadlines
- Strong interpersonal and communication skills
- Analytical thinking (strong problem resolution skills and process development)
Testimonials
Nothing but a positive experience working with Averity and Samantha Hoffenberg in particular. Professional, attentive and extremely supportive every step of the way. Samantha actually took the time to really understand my background - no cut and paste here. Shortly thereafter I was matched with three opportunities that really fit my skillset and where I was at in my career. Prepping for interviews was concise and relevant and I was kept informed every step of the way. No guessing where I was at in the interview process. No waste-of-time body count interviews. It was obvious Samantha had solid, long-lasting relationships with the firms I interviewed with as the feedback was always informative. This is one recruiter I can and do actually recommend and the first person I will be calling if the need ever arises again.
I just had an extremely positive experience working with the DevOps placement team Alex, Daniel, and Chad. They were all consummate professionals who kept my schedule full with relevant interviews. They also helped prep me and were constantly checking in to make sure we were doing everything we could to find the next opportunity. There is potentially a lot of stress that comes with a career transition, but the folks at Averity really know how to help you focus on next steps and moving forward one day at a time. I couldn't recommend them any higher.
I worked with Chris De Crescenzo from Averity, he reached out to me with a role that was right in line with my skills at the time. The role was a great fit for me with an awesome company, and he kept me up-to-date and informed at each turn of the interview process. In almost no time I was at the final interview step and Chris walked me through the on-boarding process and how to go from there. He was a pleasure to work with and professional, ensuring I was prepared at each step of the way so that I was primed for success. It was great working with Averity and especially him!
I had a stellar experience working with Stephanie Grosso at Averity. She's got this great combo of positivity and efficiency, and she helped me land a job less than a month after we first spoke. I felt super supported at every step of the multi-stage interview process, and she's always been available with great advice whenever I needed it. Definitely a high-quality recruitment experience.
I had a great experience working with Averity. The team was continually attentive, and very effective at presenting me with the right opportunities and advocating for me throughout the offer stage. I'd highly recommend them!
Chris Descrescenzo and the team at Averity are phenomenal. 5 stars are simply not enough! I've worked with quite a few recruiters in the past but Chris Descrescenzo and the Averity team are exceptional. I just landed an incredible job opportunity after a single interview. Especially in this tenuous economic climate, I truly appreciated the steps and care Chris took. He was incredibly generous with his time, and made sure the position was a good match. Then, he sent me incredible prep notes which were invaluable. He followed up with me every step of the way and was always there to talk through every possible question. I have never had a more successful interview process. Hands down. I could write a novella about his knowledge, kindness and professionalism. But simply put: He is the best. Thank you!