Support Manager Job Description
Support Manager Duties & Responsibilities
To write an effective support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Manager
List any licenses or certifications required by the position: ITIL, PMP, NCDA, HDI, III, O.E.M, PRINCE, IAT, ACE, CSM
Education for Support Manager
Typically a job would require a certain level of education.
Employers hiring for the support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Technical, Business, Education, Engineering, Management, MBA, Business/Administration, Finance, Science
Skills for Support Manager
Desired skills for support manager include:
Desired experience for support manager includes:
Support Manager Examples
Support Manager Job Description
- Collaborates with Succession Management team to identify future leadership talent
- Approves Global Leadership Development program materials to verify the outline of leadership development purpose and process
- Reviews leadership development program evaluations to assess the organizational (i.e., business unit) impact
- Maintains relationships with professional networks to gain best practice information for the enhancement of TM processes and systems
- Recommends selection and development process enhancements to ensure TM strategies are effective in meeting business unit goals
- Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally
- Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization
- Complete time sheets and calculate wages
- To complete RAG audit inspections within contracts that are considered at risk and failing to meet the required SLA as specified by the client
- To build relationships and rapport with each contract client within the geographical region, ensuring a meeting takes place with each client a minimum of once per month
- BHPB - LOB initiative leads, National Training and Development Manager, BHPB Operations teams, Human Resources, BHPB Compliance, PCG Risk Management, BHPB Operations
- Direct interaction with National Support Managers
- PCG and P&C – leaders and work teams
- Must be able to identify solutions to issues before they become obstacles
- Must be able to work well in collaborative team environment, but also independently
- Will need to undertake occasional travel to Luxembourg and possibly other European sites for periods up to a week
Support Manager Job Description
- Report on measurable performance targets through the creation of statistical and management reports
- Arrange staff training and awareness sessions keeping your team updated on changes or deployments that may affect case volumes
- Maximise fee-earning potential within your team by encouraging them to identify where enhanced support can be provided
- Support your team and the business in ensuring customers are aware of key changes and items of interest by creating customer update communications, surveys and campaigns
- Be a champion of the business Customer Relationship Management and Customer Support Portal software ensuring customer data remains accurate and case management processes remains relevant and efficient for the helpdesk services
- Ownership for driving progress and resolution of customer's critical issues
- Engage and lead cross-functional and geographically disperse teams in the development and execution of action plans to address critical situations
- Customer Satisfaction is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
- Plan and manage all modifications to sonar and visual systems within their remit
- Pro-actively manage obsolescence of sonar and visual systems within their remit
- Cash flow/budging experience preferred
- Within prescribed limits, establish priorities, improve process efficiency and service levels, and ensure team have a
- Provide friendly and professional service to customers and Commercial colleagues by ensuring tasks are completed
- On time in accordance to agreed upon standards of quality, quantity and risk management
- Bachelor degree is preferred with two or more years’ experience in golf or computer technology
- Good interpersonal communication and customer service skills are needed in order work successfully with customers, and cross functional teams to help to increase sales
Support Manager Job Description
- Identify and lead department-wide strategic projects and initiatives, drive department-wide instructional design process and product improvements through collaboration with teams both inside and outside of Support
- Recruit, hire, train, and develop direct reports
- Capture customer insights to include in customer specific marketing material
- For each machine with local modifications, collect scope of work and cost and communicate to PLM
- Collect data on product performance
- Develop Total life Cycle Cost and product performance models
- Support the Product Managers to develop the Product Strategy and Product Pricing Strategy
- Work with Product Application specialists on projects requiring detailed application related studies & input
- Ensure that you are visiting all client sites in line with contract requirements to ensure all cleaning standards are continually being met
- Continually look for opportunities to introduce add on services, consumables and window cleaning to name a few
- NFS, CIFS, SAN
- In-depth knowledge of Windows 98/2000/NT – knowledge of UNIX a plus
- Extensive knowledge of all GolfNow systems including GolfNow Central and Salesforce required
- Computer/internet sales expertise preferred
- Background in golf industry with management experience preferred
- Knowledge of Risk Management and/or Credit Risk and/or Digital Identity process and products is an asset
Support Manager Job Description
- Building and maintaining strong relationships with supply chain services peers and business line colleagues while building knowledge of bank policies and regulatory requirements to be viewed as a subject matter expert
- Use open and honest communication to articulate the team’s business objectives, goals, procedures, policies, schedules and results
- Manage and translate business requirements into applications specific implementations to provide services required to support the Absa business processes support with the design through to implementation of product applications as per business requirement to delivery product to customer
- Provide skilled staff to execute BCM and disaster recovery (DR) plans and procedures support with application testing
- Establish and execute the forums to manage vendor and customers
- Manage the adherence to industry standards and best practices Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and related Technology (COBIT)
- Take responsibility to ensure all Aftersales business is handled in a common way throughout the region
- Develop the sales of parts, workshop hours and other soft products throughout the region
- Ensure correct levels of Aftersales support is provided to customers
- Provide support to the branch managers as require customer meetings, query resolution
- A solid track record leading cross functional teams and developing software applications following structured SDLC processes in a regulated environment
- Application development experience sufficient to provide triage for complex technical issues
- 7-10 years of experience in Production Support and Operation with detailed understanding of ITIL 3.0, coupled with proven ability and demonstration of leadership skills
- 7-10 years of experience in the ECM field ( DIS/DMS ) with Kofax , Filenet ,CMOD and API technologies
- 5 plus years of experience in people management of full time and contract team members
- Ability to motivate and mentor the team members
Support Manager Job Description
- Identifying strengths/areas of opportunity for each member of the process team and build individual development plans
- Influencing decisions related to sourcing approach for individual projects
- Effectively manage/coach/motivate the needs of your team while meeting business objectives and targets
- Manage team performance by providing coaching to team members to encourage performance improvement
- Set objectives, goals and due dates for assignments
- Provide guidance and resources to manage all aspects of professional development for large team by facilitating appropriate training, coaching and collaborative performance feedback
- Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities
- Work collaboratively with employees to meet schedules, business objectives and resolve problems
- Frequently interact with functional peer groups to gain cooperation of others and/or conduct presentations concerning specific projects or schedules
- Provide situational analysis and provide recommendations as required
- Minimum five years previous participations, accounting, audit or financial related experience required
- BA/BS in IT/IM or a science
- Clear decision making and negotiation skills, especially when faced with contradictory and competing information and stakeholder needs
- The ability to distil complex information and present it in a simple and understandable manner – quickly
- Independent and trustworthy influencer, at all levels of the business, ranging from the General Manager to our most junior engineers
- Fantastic at enabling other busy people around them to focus by delivering opportunities for repeatability