
Support Operations Leader
1 day ago
This is a pivotal role in our organization, requiring an individual to oversee the Support team in case assessment and assignment, escalation management, and single-touch case resolution.
- Team Management:
- The ideal candidate will be responsible for leading the team towards achieving departmental goals efficiently and effectively.
- Client Training:
- Train specific clients and groups of engineers focused on various industries.
- Casework Guidance:
- Triage cases and guide team members on best practices through the entire training and technical support process.
Key Responsibilities:
- Ensure a positive and constructive working environment that fosters growth and success within the coordination team.
- Work closely with Service Delivery Managers to ensure case handling meets Thrive standards.
- Contribute to POD Manager Escalation numbers.
Qualifications:
- Bachelor's Degree in Information Technology or a related field is preferred, or an equivalent combination of education and relevant work experience.
- 1-3 years of managerial experience, preferably in a call center or managed services setting.
- Technical expertise in MSP products as they relate to Thrive's service catalog.
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