The ideal candidate will have a strong background in customer support, a proven track record of metrics-driven leadership, and expertise in audio-visual technologies. This role will be instrumental in ensuring seamless IT operations while delivering exceptional customer experiences and driving continuous improvement within the IT support function.
Deliver exceptional customer support:
- Lead a team of IT support engineers, and a managed service provider, in providing timely and effective technical assistance to end-users.
- Develop and maintain a customer-centric culture that prioritizes excellent communication, empathy, and problem-solving skills.
- Handle escalated customer issues, ensuring their prompt resolution and a high level of customer satisfaction.
- Foster a positive and supportive environment that encourages team members to go above and beyond in delivering exceptional customer support.
Drive continuous improvement through metrics-driven leadership:
- Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the IT support team.
- Analyze support metrics to identify trends, areas for improvement, and opportunities for increased operational efficiency.
- Develop action plans based on data-driven insights to continuously enhance team performance and meet or exceed service level agreements (SLAs).
Provide audio-visual expertise:
- Leverage your audio-visual knowledge to provide technical guidance and support for AV-related equipment, systems, and technologies.
- Collaborate with cross-functional teams to design, implement, and maintain audio-visual solutions for conference rooms, presentations, and other organizational needs.
- Stay up-to-date with the latest audio-visual trends and technologies, ensuring our organization remains at the forefront of AV capabilities.
Develop the support team members:
- Recruit, train, mentor, and manage a skilled IT support team fostering their professional growth and development.
- Conduct regular performance reviews and provide constructive feedback to team members to ensure their ongoing success.
- Create and deliver training programs to enhance the team's technical and customer service skills.
Continuously review and improve processes:
- Identify opportunities to streamline IT support processes, reducing response times and increasing issue resolution efficiency.
- Collaborate with other departments to ensure seamless integration of IT services and support into overall business operations.
- Implement best practices and industry standards to optimize the IT support function and enhance the overall user experience.