Technical Support Manager

Spring Lake, NJ, United States

Technical Support Manager is responsible for managing a team of specialist who perform level 1 and 2 support for the company. Candidate must possess exceptional technical skills to effectively serve as the technical lead to the tech support staff, as well as strong customer service and relationship building skills to establish a positive perception of the Business Technology Department. This position is responsible for ensuring staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks and that standards and processes are followed to provide effective customer service. Roles & Responsibilities Oversee 100% of the requests, incidents and issues collected through the help desk. Ensure timely delivery of quality technical support service is provided to clients. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop phone/ticket escalation processes to ensure free flowing escalation and information within the firm. Develop and demonstrate an understanding of customer and business needs. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Determine root cause of issues and communicate appropriately to customers. Manage staff schedule ensuring required coverage. Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring, and coaching that will result in the delivery of quality support. Foster relations with clients to gather issues and obtain feedback on help desk. Develop daily reports for help desk calls and tickets. Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale. Create and establish career paths for increased customer service and professional development. Develop an effective and workable framework for managing and improving customer IT support in the firm. Review ticket resolutions to identify areas for improvement within the help desk. Advise IT management on situations that may require additional client support or escalation. Establish and review survey feedback to improve services, tools and support experience. Manage assets, process and request workflows. Keeps current on latest technology trends. Troubleshoot technical issues. Qualifications & Experience Bachelor's degree in Computer Science, Information Sciences, or five years comparable experience. 3 years of supervisory or management experience with staff of 5-10 technicians in a Help Desk environment. Team-oriented with strong staff leadership and motivating experience. Experience in support and troubleshooting applications in a large, networked environment. Proven analytical and problem-solving abilities with strong attention to detail. Excellent interpersonal, written and verbal communication skills, with the ability to communicate technical guidance and instruction to stakeholders and staff members. Thorough knowledge of Help Desk operations, including knowledge of IT best practices, industry trends, and customer service. Ability to lead teams effectively, both through structured coaching and delivering by example. Ability to write technical instructions such as standard operating procedures. Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Highly self-motivated and directed. Ability to troubleshoot Windows Operating system and Microsoft Office applications. Understanding of hardware platforms and chipsets, such as desktops, laptops, printers and mobile devices. What We Offer Not just a career... but a career path to success! Trinity Solar offers you a career in one of the fastest growing fields in the country. A career with Trinity Solar is a path to personal and professional growth with a company who truly values its employees. Our employees enjoy... competitive compensation, comprehensive benefits which include medical, dental, vision, life insurance, employee assistance program, paid training, a generous PTO program, a 401k plan supported by a company match, work-life balance long term stability in a fast-growing industry the satisfaction of knowing they are working for an organization leading the way in clean energy initiatives and much MORE! About Trinity Solar Since 1994, Trinity Solar has proudly provided energy with integrity to families in our area. Trinity started in the solar industry with two core fundamental principles, to make renewable energy accessible and to make the solar journey seamless. These guiding beliefs have led Trinity Solar to become the United States largest privately held residential solar installer, composed of more than 1,700 team members and boasting over 70,000 installations. Currently, Trinity offers solar installation in Connecticut, Delaware, Florida, New Jersey, New York, Massachusetts, Maryland, Pennsylvania, and Rhode Island. Trinity Solar is an Equal Opportunity Employer committed to diversity in the workplace. Consistent with that goal, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, gender identity, or any other category protected by applicable federal, state, or local laws. "Veteran Friendly"