About The Opportunity
We are looking for a Global Field Services Senior Support Manager who will report to the Global Head of Building Technology to lead the global onsite break/fix technical support service for MOSS IT infrastructure. In this role, the successful candidate will:
Globally manage the service delivery of break/fix support for Technology Infrastructure, which includes IT, AV, Print services & Telephony for our members. The ideal candidate will use their passion for technical problem-solving to design, plan, build, and lead a support service that maximizes the Member (End User) Experience.
Manage all Technology break/fix activities through resolution, including scheduling, dispatch, communications, knowledge, process, and escalations to exceed Member expectations in the delivery of the same core technology components for our Members.
Globally manage technology break/fix service providers and a small internal team to ensure best-in-class break/fix support, ensuring compliance with KPIs, SLAs, and other performance measures.
Responsible for staffing levels, onboarding, training, coaching, and development of internal team members.
Facilitate and have overall responsibility for strategic break/fix support roadmaps for future plans, including relevant technology support, knowledge, process, and the teams within this role’s scope.
Partner with our Service Desk, NOC, and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues. Creatively challenge the support status quo for continuous improvement, including operational standardization of process, policy, self-help, shift left initiatives, balancing both cost and the member experience.
Partner with internal technology teams to work with vendors in support of Planned Preventative Maintenance Activities in an effort to proactively identify and resolve Technology issues.
Partner with internal technology teams to help educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams ensuring they can provide level one technical support to the Members where applicable.
Understand existing, emerging, and innovative technologies to enhance the Member Experience by improving/streamlining technology support service processes and knowledge.
Analyze and identify trends using both member experience surveys and support ticket data aspiring to ensure that issues with building technology infrastructure with the goal of anticipating and resolving issues before they happen.
Develop and manage relationships with regional and/or global third-party service providers to facilitate successful break/fix support services.
Have Oversight to the operational budget and invoice lif cross-functionally with multiple disciplines to support and solve technical issues and provide solutions in an effort to exceed member expectations.
About You
A Bachelor’s degree in a relevant technical field or an associate degree and 6+ years of technical experience preferred (support, field work, etc.) with a demonstrated understanding of Networking.
Familiarity with networking principles, architecture, and break/fix support, such as cable testing, ping tests, traceroutes, and operating system specific network configuration.
Prior experience (2+ years) managing support technicians in a support capacity.
Prior experience (2+ years) managing external support service providers / vendors in a technical support capacity.
Prior experience (2+ years) managing operational budgets, invoice lifecycle, contract management, and service provider negotiations (a plus).
Ability to use discretion and judgment in evaluating problems and creating solutions for Members.
With an entrepreneurial mindset, a leader with a passion to build, mature, and lead a global technical support service with the ultimate goal of maximizing the Member experience.
Ability to build positive relationships with our Members and employees by using your specialized capabilities to ensure a positive outcome including teamwork and collaboration within your direct team and internal/external stakeholders.
Possess and demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership.
Effective communication/presentation skills (written/verbal) of technical information to a wide range and varying size of colleagues, non-technical audiences, and potentially c-suite leaders.
Alongside a solid technical and communication acumen, the ideal candidate will be a creative, inquisitive, and proactive self-starter, with the ability to work autonomously, as well as, collaboratively.
Familiarity using tools including, but not limited to, Salesforce, Jira, and Slack (a plus).
Strong acumen for report building, trend and data analytics are preferred using systems such as Salesforce and Jira ticketing systems (a plus).
Experience with presenting support metrics, KPIs, trend analysis, etc. on a weekly, monthly, and quarterly basis to various audiences, both technical & non-technical.
Advanced knowledge of the operation of Microsoft and Apple-based business applications and operating systems.
Experience using Google Workplace (a plus).
IT Management certifications (a plus): ITIL, ITSM.
Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications, or equivalent.
Compensation & Benefits
Base Pay: $112,500 – $150,000 USD
Incentive Compensation: MOSS employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role. MOSS incentive plans are subject to the terms of the applicable incentive compensation plan, which will be made available to you after commencing employment. MOSS reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment.
