Position Summary:

As our Manager, Product Support you are responsible for managing and advancing the service and support of client service requests. Success in this role requires strong managerial skills, a deep commitment to client satisfaction and experience in driving process improvement. You will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.

Location: Downtown, Atlanta, GA

Reports to: Director, Product Support

Primary Responsibilities:

• Manage the staff of a global service desk, including hiring, motivating, evaluating and training employees.
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to resolve, cost per call, call avoidance, demand mix and end-user productivity.
• Strive for continuous improvement of the support process.
• Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas which require improvement.
• Advance the use of a knowledge repository to share information among all levels of service and support.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs. Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.
• Understand and be aware of, Juvare information security policies and standards.
• Always protect company and client information.
• Inform the Compliance Officer or hot line of any information security issues.

Qualifications:

• Bachelor’s degree in computer science, business administration or related field.
• ITIL certification (preferred).
• 3+ years managing an IT service and support function in an environment similar in size and complexity to our organization (required).
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

Skills/Knowledge Requirements:

• Knowledge of IT service desk tools and best practices.
• Capability to quickly and effectively troubleshoot and resolve problems.
• Superior teamwork skills. Demonstrated ability to work with cross-functional teams without formal authority.
• Outstanding ability to drive process improvement to continually improve service, advance client satisfaction and reduce costs.
• Superb ability to adapt to unexpected challenges and changes in a fast-paced environment.
• Excellent verbal and written communication skills.
• Knowledgeable in the use of MS Office, Jira and Confluence software.
• Passion to deliver exceptional client service and support.

"Juvare is an Equal Opportunity, Affirmative Action Employer"