IT Service Delivery Manager – First Call Resolution

Columbia, SC

The FCR Service Manager is an integral part of the of the First Call Resolution Team.  He or she acts in a hands-on capacity by resolving customer technical issues while also coaching and mentoring individuals on their team, on both technical issues, as well as processes and procedures.  We will rely heavily on this person to engage with the team to provide departmental direction, oversee scheduling, and overall team guidance and leadership.  The team is currently made of six full time staff and five interns.  30% of our overall Service Delivery Team began their careers at VC3 as FCR Systems Engineers.  This role is open due to the current manager transferring to another role within VC3.

Here’s what we need from you:

  • A passion for training and mentoring others
  • Assess multiple demands and competing priorities, and identify necessary resources to handle escalated issues
  • Address tickets escalated from FCR Systems Engineers to ensure timely resolution and customer satisfaction
  • Implement quality assurance measures, and track and resolve issues
  • Responsible for meeting/exceeding FCR metrics and identifying new metrics to report on
  • Look for trends in customer support issues and suggest solutions for reducing these calls
  • Ensure all documentation for the team is up to date
  • Share knowledge and expertise to develop future leaders and to drive improvements to methods, tools, and processes, building a culture of excellence at VC3
  • Identify training needs for team members to increase skill sets
  • Contribute to a culture of continuous learning, improvement, and feedback within the organization
  • Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
  • Serve as the point of escalation on complex issues
  • Use knowledge and remediation scripts to troubleshoot, determine the nature of the problem, and take corrective actions as necessary

Education and Experience:

  • Minimum 2 years supervisory or team lead level experience
  • 3 years of service/help desk experience
  • Bachelor’s degree in an IT or business related major or related field and/or equivalent combination of education and experience required

Here are some other things you will need experience with:

  • ConnectWise or other similar enterprise level ticketing systems
  • VOIP systems
  • Working in a role or organization supporting multiple clients in a variety of IT environments
  • Working with multiple computer hardware platforms
  • Support of a wide variety of applications such as MS Office suite, browsers, Adobe, etc…
  • Operating systems including Windows 8, Windows 10, Server 2008 R2, Server 2012
  • Extensive support experience with Office 365, Exchange, Active Directory, Group Policy, and Citrix XenApp
  • VMware, Hyper-V, and Azure

Here is some more info to know:

  • Travel Requirements:  limited
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
  • VC3 offers a great benefits package