it support manager. + seattle , washington + posted september 19, 2024 **job details** summary + $115,000 - $140,000 per year + permanent + no requirements + category computer and mathematical occupations + reference1066329 job details job summary: Our client, an American leading telecommunications and media company, is looking for an experienced IT Support Manager. This is a full time poisition with amazing benefits. This candidate will have the opportunity to build the Product Support team from the ground up once hired. Candidates must have experience in a management role within a technical support environment, preferably with software-related products. They must understand web technologies and content management systems. Must have excellent problem-solving and analytical skills. Exciting time to join an exciting team! Apply if interested! location: SEATTLE, Washington job type: Permanent salary: $115,000 - 140,000 per year work hours: 8am to 4pm education: No Degree Required responsibilities: Responsibilities: ? Team Leadership: o Manage, mentor, and develop a team of Product Support Specialists. o Set performance goals, conduct regular evaluations, and provide constructive feedback. o Foster a collaborative and positive work environment that encourages professional growth and high performance. ? Technical Support Management: o Oversee the delivery of technical support to internal users of our CMS software application via phone, email, and ticketing system. o Ensure timely and effective resolution of user-reported issues by diagnosing root causes and identifying solutions. o Monitor and manage the team's performance against Service Level Agreements for response and resolution times. ? Knowledge Management o Maintain and enhance the internal knowledge base by documenting solutions and frequently asked questions (FAQs). o Ensure the team stays updated on system changes, new features, and best practices through ongoing training and communication. ? Process Improvement: o Identify areas for process improvement within the support function and implement strategies to enhance efficiency and service quality. o Collaborate with development, QA and IT teams to resolve issues and implement solutions. o Lead projects aimed at improving the product support experience for users. o Create a robust new hire training program. ? Escalation and Issue Management o Act as the primary escalation point for complex technical issues, or mishandled issues that require higher-level support or intervention. ? Stakeholder Collaboration o Work closely with Engineering, Product Management, Key Users, and other stakeholders to provide feedback and insights from the support team. o Participate in daily standup meetings and contribute to triaging new items and ensuring team participation is to expectation. o Test and validate bug fixes. qualifications: + Experience level: Experienced + Minimum 5 years of experience + Education: No Degree Required skills: + Technical Support + Desktop Support + JIRA + Confluence + HTML + Java + CSSEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.