Company

ViaPath TechnologiesSee more

addressAddressDallas, TX
type Form of workFull-Time
CategoryInformation Technology

Job description

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.
Refer code: 6968550. ViaPath Technologies - The previous day - 2023-12-14 02:55

ViaPath Technologies

Dallas, TX

Share jobs with friends

Related jobs

Technical Services Manager

Project Manager- ASU

Ahi Facility Services, Inc

San Angelo, TX

just now - seen

Customer Service Leasing Agent (Jarrell, TX)

Red Barn Management

From $14 an hour

Jarrell, TX

6 hours ago - seen

Business Development Manager - IT Services

Uprite Services

San Antonio, TX

20 hours ago - seen

Guest Services Manager

Aloft Frisco

Frisco, TX

2 days ago - seen

General Manager Food Service

Comerica Center

Frisco, TX

2 days ago - seen

Human Service Case Manager -Bilingual Spanish/ English

Cherokee Federal

$33.95 - $34.95 an hour

Amarillo, TX

5 days ago - seen

Customer Service Manager - State Farm Agent Team Member

Chris Peters - State Farm Agent

Alvin, TX

5 days ago - seen

Environmental Services / Custodial Manager 2

Sodexo

$46,400 - $69,960 per year

El Paso, TX

5 days ago - seen

Health Services Administrator

Management And Training Corporation

Raymondville, TX

6 days ago - seen

Service Manager

Tesla

Fort Worth, TX

6 days ago - seen

Medical Technologist II

Ks Management Services, Llc

$64,369 - $86,731 a year

Houston, TX

6 days ago - seen

Listening Mechanism Program Manager

Support And Service

Austin, TX

a week ago - seen

Customer Service. Routing, Accounts Receivable

Pest Management Of Texas, Inc.

$13 - $15 an hour

Sachse, TX

2 weeks ago - seen

Payroll Services Manager

Pemex Deer Park

United States, Texas, Deer Park

Deer Park, TX

2 weeks ago - seen

Health Services Administrator

Management And Training Corporation

Post, TX

2 weeks ago - seen

Environmental Services Manager, Nights

Compass Group

Houston, TX

2 weeks ago - seen

Manager of Network Services

Ben E Keith

Fort Worth, TX

2 weeks ago - seen

Managing Partner - Financial Services

Smith Region - Modern Woodmen Of America

Denton, TX

2 weeks ago - seen