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Regional Ambassador Manager


This is a Full-time position in Atlanta, GA posted March 29, 2021.

nn Regional Ambassador Manager The Regional Operations Manager must possess the ability to work in a technical team environment and deliver quality support/customer service to the team.

The successful candidate will manage multi-tiered support staff to ensure timeliness, quality, and further develop a true customer-oriented culture for the organization.

PRINCIPAL ACCOUNTABILITIES nn Provides direction and leads efforts of a team of up to 150 remote Service Desk support teams in support of Microsoft Office 365.

Manages resources to meet agreed upon service levels based on available resources.

Measures and reports on actual team’s performance on a regular basis.

Facilitate team meetings to promote unified team communication and understanding.

Promote an overall business-driven customer service focus within IT.

Manage the implementation of methodologies that will continuously improve request resolution, manage customer perceptions, and build strong customer relationships.

Manage the definition, development and implementation of standards, processes, procedures, and systems required to deliver high quality and consistent support services.

Audits and reports standards compliance on a regular basis.

Develops appropriate objective measures of actual service and communication.

Leads and manages US based Service Desk teams with primary responsibility to: Manage a technically diverse staff through the delivery of a high level, consistent and responsive IT operations team, contributing to a global service delivery environment of 24x7x365.

Ensuring team takes ownership of user problems, are proactive when dealing with user issues, and all request work is logged in the IT Service Desk ticketing system.

Assess client services team performance with other managers through various statistical and reporting methodologies to improve the quality of technical service.

Ensure knowledge management systems for all client services issues and requests are kept up to date.

Manage department effectiveness through evaluation of continuing education, training, technology enhancements through testing and or other measurement means with primary responsibility to: Continual Service Improvement: analysis and reporting on operations and metrics, with improvement recommendations both internally and externally.

Analysis and reporting on operations and identified metrics while providing both internal and external improvement recommendations.

Manage team effectiveness through evaluation of continuing education, training, technology enhancements through testing and or other measurement means with primary responsibility to: Work with Service Desk support staff to identify opportunities to leverage training to improve workflows and processes.

Document results.

Integrate the training function into technical deployments to enhance immediate associate productivity and to reduce post-implementation support.

Analyze and provide suggestions/constructive feedback on all productivity reports Manage individual team member performance, development, and training through documentation, coaching, and personal development programs.

Responsible for onboarding/off boarding of all direct reports.

Monitor, document, and report potential process improvement opportunities to upper management for process improvement Exhibit leadership through personal responsibility, accountability, and teamwork (Lead by Example) Other duties as assigned by management.

nn MINIMUM QUALIFICATIONS nn BS in Business, Computer Science, or equivalent experience.

Minimum of 8 years’ experience in an IT Service Desk role with 4+ years’ experience in an IT Service Desk Leadership role (managing remote employees preferred).

Formal training and/or equivalent hands-on experience in infrastructure areas.

Must have a strong technical background and understanding of: Strong knowledge of Service Desk management best practices.

Experience with Service Desk technologies, markets, and vendors.

Demonstrated knowledge of ITIL best practices (preferred).

Strong knowledge of the Windows Operating System (plus Mac preferred), Microsoft Office 365 suite and integrated products.

Must be proficient in Service Desk Service Management/Ticketing systems and methodology.

Knowledge of Office 365 technical architecture.

Knowledge of concepts and best practices related to call center methodologies.

Must have excellent written and verbal communication skills.

Communicate simply, effective, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed.

Must be able to present/discuss complex technical applications both to technicians and functional/executive management.

Lead or participate in cross-functional teams (within and without IT) with ability to motivate team members to successful completion.

Experience leading multiple implementations concurrently.

Ability to support production inquiries and troubleshoot issues.

Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.

Strong problem-solving and attention to detail abilities.

Ability to thrive within a dynamic and fast paced 24×7 work environment Availability to work various shifts based on business need.

Other duties as assigned by management.

nnAt Experis, we give our consultants the opportunity to earn some of the most comprehensive benefits in the industry.

Along with competitive pay, benefits may include medical, dental and vision insurance, holiday and vacation pay, life insurance, 401(k), and referral bonuses we’ve got the right opportunity.

Tell us why you’re the right person.

Apply today!


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