Technical Support Manager (CGT)

📁
Information Technology/Software Development
💼
Cantor Fitzgerald
📅
18001593 Requisition #
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CG Technology (CGT) is an innovative technology solutions provider for gaming, race and sports wagering worldwide.
 
POSITION SUMMARY:
 
We are looking for a Technical Support Manager to oversee timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contacted technical support service.  You will be responsible for managing a team of Technical Support Professionals.
Reports to Infrastructure Manager.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Oversee the incidents and problem requests, manages and coordinates urgent and complicated support issues.
  • Act as escalation point for all requests and incidents, develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization and determine root cause of issues and communicate appropriately.
  • Train, coach and mentor Technical Support personnel.
  • Build /obtain (from other departments) training material for support staff
  • Schedule employees working times and provide backup support and interact with end users.
  • Advise management on situations that may require additional client support or escalation.
  • Manage process for communicating outage/emergency activities to the organization
KNOWLEDGE, SKILLS AND ABILITIES (Position Expectations):
  • Customer help desk manager with 3+ years delivering timely quality technical support service which requires both knowledge of the software and hardware systems being supported and effective personnel management skills.
  • Manage the performance of Technical Support staff to ensure that service levels are achieved and customer expectations are met or exceeded.
  • Creating and utilizing data analytics to define metrics/benchmarks, drive efficiencies and ensure standard and processes / procedures are followed.
  • Must be a strong team player and have excellent written and verbal communication skills.
  • Technical preferences:
    • Cell phone OS (Android/iOS)
    • Windows Desktop support
    • System monitoring tools

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