Remote Center Support ManagerOverview: The Remote Center Support Manager will direct the activities of the Remote Center Support Team and be responsible for the facilitation of the Remote Center service strategy to all remote center operation team members. The Remote Center Support Manager will be responsible for developing and monitoring the Remote Center IT service quality assurance in alignment with company guidelines and best practices. The position will require supervising and mentoring team members to deliver a high level of customer excellence with a high degree of customer satisfaction. Responsibilities will also include developing / training team members with the installation, configuration, troubleshooting of personal computers, peripherals and all common computer / communication related issues in relationship to all branch / remote users. Additional, assisting team members with researching, implementation and documenting remote center standards and will require communication between technical IT staff, business management and vendors. Special emphasis will be placed on the implementation and ongoing maintenance of a successful ITSM platform, which will integrate all areas of Service Management, including incident / request management, asset management and change management. Travel will be required and will manage relationships with third party vendors to provide maintenance on equipment.Responsibilities:JOB DUTIES:Coordinate installations, configurations, upgrades and repairs of all computer-related equipment such as personal computers, laptops, monitors and printers.

Recommend measures to improve customer support and computer equipment performance.

Analyze and resolve customer support problems, or assist workers in solving those problems

Order and maintain appropriate inventory levels of laptops, printers, desktops, and supplies.

Effectively manage team members by providing leadership in order to deliver outstanding service to internal customers.

Handle escalated issues in accordance with company standards.

Promote team member development by providing training, education and development plans, goal setting and team building.

Guide team members in the documentation of problem resolutions and document high-level technical problems.

Facilitate hardware deployment and replacement and assist in coordinating remote center user relocations.

Authorize corrective action on computer problem investigations.

Conduct trend analysis on reports of equipment and/or software malfunctions.

Communicate IT service strategy to all levels of IT and business management.

Recommend candidates for employment or termination and conduct performance evaluations for Remote Center Support team members.

Work with outside vendors and contractors in coordination with internal departments to ensure projects & service expectations are met.

Provide support presence for company functions.

Assist the AVP ITS End User Computing in creating strategies and defining direction for Remote Center Support responsibilities.

OTHER IMPORTANT DUTIES:Assist and coordinate the installation and support of the following external IT departments needs - Server Support, LAN/WAN, Telecom, Desktop Engineering, etc

Support and maintain all the Remote Center Wire/Data Rooms.

Manage and coordinate asset management functions including regular physical inventories and asset disposals.

Manage, facilitate and participate in strategic projects, which deliver and impact service management.

Create and communicate IT Service management policies and procedures.

Assist with budget and strategic planning for the Remote Center Support Team.

Provide input and be an active member of the Technology Standards Committee for the GM Financial environment.

Attend and participate in the Change Management process as required.

Maintain updated knowledge on company policies and procedures.

Maintain updated knowledge on computer hardware and software.

REPORTING RELATIONSHIP:

Reports to: AVP ITS End-User ComputingDirect Reports: Remote Center Support Technician I, II and Team LeadQualifications:Knowledge:Expert working knowledge of desktop / laptop, hardware and software support with an emphasis on solving problems associated with remote users.

Expert working knowledge of operating systems and applications such as AS/400, Windows, MS-Office suite, technical utilities and proprietary vendor software.

Expert understanding of ITSM service management platform tools required to deliver exceptional IT service to all business units.

Advanced working knowledge of switches, switching technologies, routers and routing protocols.

Advanced working knowledge of IT service delivery and companys best practices.

ITIL frameworks

Skills:Ability to demonstrate leadership qualities by coaching, influencing and motivating team members.

Ability to analyze and solve complex problems and make sound decisions.

Excellent customer service and advanced strategy development skills.

Excellent interpersonal skills, verbal / written communication skills.

Ability to prioritize and complete task in an accurate and timely manner.

Ability to foster an environment that is team oriented.

Ability to use technical / functional expertise to explain manuals pertaining to operations of computer equipment and software to team members.

Foster open and clear communication between direct reports, peers and team members in the business and IT.

Experience:Bachelor degree in business, information systems or computer science preferred or equivalent work experience.

5+ years of prior experience in customer service or desktop support in a call center environment preferred.

5+ years in Level II / Tier II hardware / software experience preferred.

Previous supervisory experience a plus.

WORK CONDITION:Office environment

Travel required

Stressful situations

Work a flexible schedule with the possibility of long hours

Job Grade: E.E12