Mintel is seeking a talented and personable IT professional who is as passionate about technology as they are about solving customer’s issues. The Assistant Support Manager will help lead a small unique team who handle a variety of tier I-III issues in a fast-paced and fun working environment.
What You Will Be Doing:
Leads by example in providing efficient levels I-III technical support to all internal customers according to departmental standards while maintaining a high level of customer satisfaction
Helps the team to identify and resolve recurring and/or complex issues by using methodical troubleshooting techniques to discover their root cause and provide a lasting resolution
Provides leadership with regards to issue resolution to ensure unresolved workflow is properly documented with timely status updates and detailed solutions
Continually evaluate the priority level of service requests and projects against the needs of the organization and department goals
Process time-off requests, approve bi-monthly timecards and conduct annual performance reviews of direct reports.
Conduct weekly one-on-one meetings with direct reports
Help guide the career development of team members
Serve as an escalation point for customer dissatisfaction
Regularly communicate with region counterparts and the Head of Support to ensure global consistency in all processes and procedures.
Helps the team to achieve a balance between resolving daily customer requests and completing department improvement projects
What We Are Looking For:
At least 5 years of relevant work experience as an IT Support Technician
Strong technical skills
Strong leadership potential
Great interpersonal and customer service skills
Ability to simplify and communicate technical information in a clear and concise manner to all levels of end users including senior management.
Possible travel up to twice a year to satellite offices