Job Description
Job DescriptionAt Levata, we believe in making your journey with us seamless, impactful, customer focused and filled with opportunities to elevate your potential. As we think big, we enable what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion but rather a deep dive into understanding, surfacing with clear options and recommendations. We are seeking a Technical Support Manager responsible for leading and optimizing technical support operations for the ID card printer and Access Control team, ensuring efficient issue resolution and exceptional customer experience. This role involves mentoring and developing a geographically distributed team, refining processes, and spearheading the future expansion of support capabilities to include Automatic Identification and Data Capture (AIDC). The Technical Support Manager will drive continuous improvement through data-driven insights, enforce service level agreements (SLAs), and collaborate cross-functionally to align support operations with Levata’s business objectives. This role can be located in Miami Lakes, FL, Chicago, IL or St. Louis Park, MNWhat you’ll do:Strategic Planning & Process Improvement:
- Develop and optimize best practices and standard operating procedures for the ID card printer and Access Control team, through tracking and analysis of customer-focused key performance indicators (KPIs) to drive continuous improvement.
- Work cross-functionally to align helpdesk operations with Levata’s overall processes and goals.
- Lead the future expansion of helpdesk support to include Automatic Identification and Data Capture (AIDC), starting with a small team and integrating fully over time.
Training and Development
- Lead, motivate, and coach a geographically distributed technical support team by setting performance goals, conducting reviews, and fostering a collaborative work environment.
- Develop and maintain a knowledge base of technical information and troubleshooting procedures.
- Manage vendor relationships to schedule training and maintain up-to-date resources.
- Design onboarding and ongoing training programs for new and existing team members inclusive of hands-on labs for developing product knowledge.
Service Level Agreements (SLAs) & Performance Metrics:
- Define and enforce SLAs to ensure timely issue resolution and service quality.
- Monitor and analyze KPIs such as response time, resolution time, and customer satisfaction scores.
Customer Experience & Feedback Management:
- Serve as an escalation point for customers and stakeholders.
- Implement feedback mechanisms to analyze and improve customer satisfaction.
- Lead initiatives to enhance customer experience and service quality.
What you’ll need:
- Bachelor's degree in computer science or a related field, or equivalent experience.
- 5+ years of experience in technical support, with at least 2 years of experience in a leadership or management role.
- Strong technical skills and knowledge of IT infrastructure, hardware, and software. Prior experience with ID Card printers is a plus.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to lead, motivate, and coach a team of technical support professionals.
- Experience with help desk software and ticketing systems.
- Experience with vendor management and contract negotiation.
Who You Are We take our guiding values seriously. You should be someone who will:
- build trust. You always act in a customer’s best interest and do what you say you will do.
- take action. You respond quickly to customers and seek excellence in everything you do.
- think BIG. You have an eye to the future and bring expertise and creativity into every interaction.
- make it easy. You find ways to solve problems and bring clarity to complex challenges.
- win together. You are inclusive and collaborate to delight the customer and deliver success together.
Who We Are Welcome to Levata, a hub of innovation and a community that thrives on values that set us apart. At Levata, we're not just about business; we're about accelerating success, prioritizing quality, and advancing excellence inside out. Dive into a world where action is a way of life. At Levata, we believe in taking decisive steps to propel business success. We are doers, creators, and innovators inspired by challenge and change. Our commitment to building trust is unwavering, and we see your potential as our priority. Apply now and become part of a community that understands that great outcomes are the product of great collaboration. As partners in transformation, we work closely with our customers and teams to deliver extraordinary results. Everything we build, we build together. What We Offer
- Competitive compensation coupled with a comprehensive benefits package including medical, dental, vision, life, flexible spending, 401k, holiday and paid time off, parental leave and a pre-tax transit program.
Levata is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or any other protected characteristic. Please see EEO is the Law. If you have a disability or special need that requires an accommodation in the application process, Click here to request assistance with Request for Accommodation in the subject line.