Support Manager, Robert Half

Support Manager

Robert Half

Location:

United States, New York

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

This role is centered within a dynamic industry and requires a detail-oriented individual who will be managing client accounts, coordinating team efforts, and ensuring efficient ticket management. The ideal candidate will also play a key role in hiring, onboarding, and development processes, as well as technology management within the company.

Job Responsibility:

Ensuring the satisfaction of key clients through proactive management and identifying opportunities for growth
Collaborating with the team to prepare projects and proposals in response to significant changes in a client's technology stack
Responsible for effectively resolving client concerns and escalations stemming from service tickets
Analyzing ticket reports to identify patterns and areas of focus for improving efficiency and discovering sales opportunities
Coordinating with colleagues to provide client support, ensuring tickets are handled properly and responses are within contractual SLA requirements
Identifying root causes of issues, conducting proactive work to reduce recurring tickets and improve overall service
Managing team efforts in regards to any substantive changes required in client workflow processes to maintain company standards
Participating in the hiring and onboarding process, facilitating monthly development meetings with direct reports, and identifying development opportunities for team members
Working closely with the Security and Technology teams to configure, install and maintain clients’ front-end and back-end infrastructure systems, including servers, networks, cloud systems, security systems and workstations
Identifying opportunities for the improvement of internal tools and services in consultation with the Director of Support
Empowering team members to develop comprehensive knowledge of their clients, including technical profiles, personalities, and workflow requirements

Requirements:

Minimum of 3 years' experience in a similar role
Proficiency in Windows Server
Knowledge and experience in Cisco Networking
Familiarity with Google Workspace
Practical experience with Office 365
Proficiency in using Intune
Experience in Mobile Device Management
Practical knowledge of VMware
Experience in Hyper-V

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 24, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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