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Job Title: MFP Solutions Support Engineering Manager

Location:

Pay Range: $100,000-$110,000

What’s the Job?

IT MFP Solutions Support Engineering Manager

The IT MFP Solutions Support Engineering Manager leads the National Solutions Support Engineering team. Our Solutions Support Engineering Manager is responsible for overseeing day to day performance of that team, handling escalated client requests, load balancing, and working with other Managers to meet SLA requirements. Great communication, great customer service, attention to detail, and a positive can-do attitude are crucial.

Responsibilities

• Manage Service Tickets assigned to the Solutions Engineering team

• Provide technical guidance for the remediation of technical issues

• Prioritization of our Support Engineers’ schedules

• Act as the customer facing point of contact to our clients for escalated service requests

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• QA completed tickets for sound troubleshooting and correct grammar etc

• Coach Engineers on daily interactions and long term goals

• Reliably fulfill daily and monthly tasks

• Service delivery KPI reporting and management

• Validation for labor billed to blocks of time

• Identify updates, security bulletins, and other items that affect the products we support – plan and execute the remediation strategy

• Review and manage ticket and customer trends

• Attend customer meetings via Zoom for some major account reviews or escalated problem accounts

• Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.

• Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.

• Other duties as assigned by management.

Job Related Dimensions

· Ability to plan, organize, and multi-task in a fast-paced environment.

· Demonstrate confidence with a high degree of professionalism.

· Very strong attention to detail and problem-solving skills are essential.

· Takes ownership of job responsibilities with personal pride and accountability.

· Very prompt, hardworking, and loves what they do.

· Ability to work independently with little supervision required.

· Ability to remain calm while working under pressure in a busy environment.

· Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.

· Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.

· Proficiency in MS Word, Excel, Outlook, and PowerPoint is essential.

· Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.

· Excellent time, leadership, and management skills.

· Excellent written and verbal communication skills.

· Strong professionalism, organizational, and planning skills.

· Regular and reliable attendance.

Qualifications

• High School Diploma or GED

• 5+ years’ IT Support experience

• 5+ years’ Personnel management experience

• Experience with design, implementation, and management of WAN and LAN connectivity, routers, firewalls, and security

• Interpersonal skills: such as telephony skills, communication skills, active

• Understanding of support tools, techniques, and how technology is used to provide IT services

• Typing skills to ensure quick and accurate entry of service request details, minimum 40 WPM

Physical Demands & Work Environment

• Ability to sit at a desk for prolonged periods of time

• Ability to talk on the phone and work with various computer tools and applications

• Ability to type and compose written communication in various forms

• Ability to lift 20+lbs on occasion

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.