Summary/Objective 

The Assistant Support Manager collaborates closely with the Support Manager and the Support team to ensure the efficient functioning of the Support department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Assist in implementing strategic direction within the Support Department under the guidance of the Support Manager.
• Communicate departmental progress, issues, and personnel status to senior management.
• Provide guidance and coaching to Support Supervisors on staff supervision and client communication.
• Support the Support Manager in ensuring adherence to company standards and vision across various offices.
• Assist in developing support and on-call coverage schedules to meet departmental workload demands.
• Participate in and facilitate meetings to motivate staff and communicate departmental objectives.
• Collaborate with the Support Manager in conducting regular job performance check-ins with team members.
• Oversee the activities of Support Supervisors and Support Technical Specialists to ensure efficient completion of departmental tasks.
• Assist in ensuring that departmental tasks and tickets are handled promptly and efficiently to meet or exceed client expectations.
• Handle escalation calls from clients, empathizing with their concerns, and working towards agreeable solutions.
• Monitor real-time events and multitask between various concurrent activities.
• Act as a liaison between the Support Department and senior leadership, relaying concerns and suggestions effectively.

Supervisory Responsibility

This position has direct reports and supervisory responsibilities under the guidance of the Support Manager.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Position Type and Expected Hours of Work

This is a full-time position. Hours of work and days are variable, but typically Monday through Friday. Week-long on-call rotations are required, with occasional evening and weekend work as job duties demand.

Travel

Infrequent travel may be expected for this position.

Required Education and Experience:

Advanced understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.

Advanced understanding of principles and theories of network systems and management.

Advanced understanding of Internet technologies and products.

At least four years of technical work experience or equivalent education/certifications.

At least four relevant technical certifications (e.g., A+, Network+ and Security+) or equivalent experience.

At least two years of employee management work experience.

Associate’s degree in computer science-related field

Preferred Education and Experience:

Five or more years of technical work experience.

Five or more relevant technical certifications (e.g., A+, Network+ and Security+).

Five or more years of employee management work experience.

Bachelor’s (or higher) degree in computer science-related field.