Technical Services Manager

Overview
ViaPath is seeking a Manager of Technical Services to oversee a portion of our call center groups that provide technical assistance on various product lines. We provide hardware and software telecommunications solutions, and our support staff are responsible for the entire application ecosystem, including both on-prem and cloud-oriented solutions. This position will oversee a multi-discipline team focused on providing excellent front-line support to our facilities. The focus areas are on quality, consistency, and first call resolution. We are seeking an experienced leader who is very familiar with enterprise call center protocols/technologies, and has a track record of expressing expectations, and then successfully managing staff to those expectations.
Hybrid position - This position will be based at our Dallas, TX offices, but two days per week can be worked from home/remote.
Responsibilities

• Serve as an Ambassador for ViaPath
• Oversee staff hiring, training, scheduling, and utilization
• Manage all aspects of employee performance
• Build standardized process and procedure for all functions of the department
• Partner with department managers to facilitate work moving between groups
• Drive staff adherence to departmental procedures
• Actively oversee call and ticket quality reviews with the Team Leads
• Act as a point of governance for how the department's resources are allocated by the business
• Manage SLA breach notifications across all priority levels
• Develop new processes and OLAs with appropriate business units
• Assist the Team Leads on daily issue triage and prioritization
• Monitor workloads to allow the department to shift labor resources dynamically in response to client impacting events
• Direct the staff on ITSM/ITIL policy adherence
• Develop a culture of mentorship and cross training
• Drive daily and proactive communication of customer issues to appropriate teams and departments
• Participate and coordinate team on-call production support rotation, occasionally required to do work during non-business or late-night hours
• Other duties as assigned | Some travel required

Qualifications

• High School Diploma or GED required; Associate degree preferred
• Minimum of 8 years of technical support experience in a Technical Support, Helpdesk, Call Center, or Enterprise IT setting. Will consider a combination of experience and education.
• Minimum of 3 years in an IT leadership capacity
• ITIL certification a plus, but not required
• Exceptional listener and communicator; Strong verbal and written communications skills
• Strong organizational skills
• Demonstrated leadership and influencing skills
• Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
• Ability to identify and implement process improvement and standards of excellence
• Ability to gain internal support and establish solid working relationships

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.
ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.