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Description Our client is a leading provider of IT solutions and support services. We are seeking a highly motivated and experienced Solutions Support Manager to join their dynamic team. The Solutions Support Manager is a key strategic position within the organization, responsible for developing and managing support solutions for our valued customers while efficiently managing cost, time, and scope constraints. As a Solutions Support Manager, you will play a pivotal role in ensuring the delivery of top-notch customer service through the management of a skilled helpdesk team. Your responsibilities will encompass various aspects of team management, technical assistance, and process improvement. The ideal candidate will have MSP experience, be highly organized, and possess excellent communication and leadership skills. Develop and communicate helpdesk team goals, allocate necessary resources, create schedules, and measure results using ConnectWise. Provide high-level technical assistance to the helpdesk team as needed. Organize and manage all phases of the helpdesk team's activities to ensure timely and budget-compliant completion. Drive problem investigation and resolution when required, ensuring that risks are identified, communicated, and mitigated. Design and maintain technical and helpdesk team training documentation. Act as the primary point of contact for escalated customer issues, ensuring customer expectations are met. Maintain awareness of outstanding customer issues and provide status updates to clients. Generate accurate reports and metrics for company management on ongoing customer issues. Manage the development of the team by aligning daily tasks with their career interests. Manage remote monitoring and management systems for consistency and accurate reporting. Oversee all cloud services for client account accuracy and billing reconciliation. Requirements detail oriented IT and project management certifications. Strong interpersonal and communication skills. Ability to diagnose technical issues effectively. Multi-tasking and adaptability in a fast-paced environment. Awareness of key IT services and resources. Strong organizational and customer service skills. Strategic planning and forward-thinking ability. Proficient in written communication. Effective team collaboration and communication skills. Service-oriented mindset. Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2023 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/terms-of-use) .
