Tier II Support Manager

Company Name:
Abacus Technology
Abacus Technology is in need of a Tier II Support Manager to lead a team of technicians providing end user support for the Information Management and Communication Support (IMCS) program at Kennedy Space Center (KSC). This is a full-time position.
Lead and motivate a team while ensuring the company delivers the highest level of customer service. Manage Tier II field system specialists processes concerning field systems troubleshooting and resolution and will focus on creating a positive and professional environment. Provide leadership to the service groups and manage the Tier II Support organization to ensure 100% customer satisfaction. Provide the Senior Manager with the overall productivity and current statuses of the services for which they are responsible. Support the Senior Systems & Infrastructure Manager in directing, coaching and developing technicians to create a high performing team that delivers the best customer service possible. Participate in the preparation of the operating budget and monitor activity throughout the year to ensure capital and operating expenses are controlled according to the budgeted plan to meet or exceed expectations. Ensure current procedures and tests performed in accordance with OSHA standards to ensure compliance with OSHA standards. Ensure compliance with standard operating procedures for system material, safety-training, security and inventory control. Provide records as required by system, IMCS and corporate offices, OSHA and other government agencies to the Senior Manager. Assist the Senior Manager in improving the delivery of quality service through effective process improvement strategies to ensure customer satisfaction, one-call resolution and retention of customer base. Aid the Senior Manager in designing and implementing policies and procedures across multiple functions in IMCS. Maintain operational and performance metrics and reports. Recommend action plans to resolve issues. Manage and report all top-priority customer issues through to resolution and identify improvement opportunities. Direct employee activity to achieve performance goals for the location. Build a high performance work team to deliver an advanced level of quality and service in all daily activities. Work in conjunction with senior leadership and utilizing financial data to drive performance improvements. Create excitement and engaging all employees in new business opportunities and strategies. Generate programs and practices that deliver a high level of customer satisfaction. Create, foster and maintain strategic business relationships within market, region and company.
The first line Manager's primary duties are managing the people within his/her service groups, proper application of company policy, satisfaction of the section's legal and ethical obligations, and providing the Senior Manager with: current system status, elevated issues, budget information and efficiency-minded recommendations. Managers must observe the requirements of company policy and the boundaries of their obligations of authority in the flow of their duties. Managers customarily and regularly direct the work of other full-time employees or their equivalent; and have the authority to and/or recommend to hire or terminate employees, or the manager's suggestions and recommendations as to the hiring, terminating, advancement, promotion or any other change of status of employee is given particular weight.
5+ years experience. Bachelor's degree in a related field. Equivalent experience may be substituted for the degree requirement. Needs to be a leader with a complete understanding of current standards and practices within the industry, strong problem solving abilities, excellent interpersonal skills and a focus on customer service. Manager must lead by example, and be strategic and proactive in their approach. Must have a firm understanding of current technical practices and technology and be capable of providing technical support and direction regarding new or existing technologies, operational standards, and staff development. Must be a US citizen.
_Applicant selected must be a U.S. citizen or Lawful Permanent Resident (LPR) and will be subject to successful completion and adjudication of the required U.S. government security investigation._
Date: 2014-08-29
Country: US
State: FL
City: Titusville
Postal Code: 32780

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