20179 - GGA Customer Support Manager

20179 - GGA CUSTOMER SUPPORT MANAGER

PURPOSE:

This position will be responsible for the 24x7 day-to-day operations of the Customer Support Team located at Glovis Georgia (GGA), West Point, GA.. The Customer Support Manager will own the day-to-day management,
monitoring, and provisioning of the physical infrastructure used to deliver IS applications and services. The GGA Customer Support Manager will also work closely with the Automotive Manufacturing (AM) Integrated
Data Center(IDC) and Kia Georgia AM Manufacturing Execution Systems (MES) teams on the delivery, security, and compliance of customer focused solutions and processes.

ESSENIAL FUNCTIONS:

Leadership and Communications
# Provide leadership to a team of customer support employees in the delivery of IT services
# Host weekly staff meetings
# Write and deliver performance reviews for staff
# Recruit and train team members to ensure appropriate staffing levels
# Adhere to division/department policies and establish work procedure
# Collaborate with Automotive Manufacturing teams to deliver the highest
level of operational efficiency and effectiveness possible
# Identify synergies and process standardization opportunities across
customer support teams
# Foster an environment of trust and respect between team members, management, other teams and customers
# Recruit/Retain qualified staff; develop and mentor existing team members to be future leaders

Technical Leadership
# Lead/Manage the teams (Helpdesk, Network, Windows Systems) that comprise the Customer Support Section
# Ensure systems are highly available, secure, manageable, and lowest cost to operate
# Ensure teams are highly supportive and responsive to the needs of other teams and customers
# Support users, help desk personnel, other administrators, developers, and management as required
# Develop, test, and analyze new technical solutions to problems and information requests in cooperation with other teams
# Provide all aspects of user account management and authentication troubleshooting
# Adhere to naming standards and labeling of all assets
# Provide training to Jr level technicians and Helpdesk personnel

Project & Asset Management
# Manage a large portfolio of projects, tasks, issues and systems
# Manage projects from initial requirement stage on through completion, ensuring appropriate documentation and financial accounting is completed for each project stage
# Conduct/Lead formal meetings with teams and other business units
# Ensure IT assets are tracked and managed with a bi-annual reporting to the Finance Department
# Maintain an IT asset tracking application/database to monitor PC asset availability

SUPERVISORY RESPONSBILITIES:

Manages the work efforts of supervisors/individual contributors.
Responsible for hiring, firing, performance appraisals, and pay reviews.
Makes decisions based on unit objectives, as well as company policies and procedures

DECISION-MAKING/DISCRETION:

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise

EDUCATION:

Ideal candidate possesses a Bachelor's Degree.

REQUIRED SKILLS:

- 5+ years of management experience with strong project management skills
- 10+ years' experience in the areas of Networks, Telephone systems, Helpdesk Operations and
Windows Server systems
- Must excel at verbal/written communications and be comfortable in front of large groups.
- Candidate must possess a broad knowledge of current and emerging technologies, to include
Windows operating system and Microsoft Active Directory technologies

CERTIFICATIONS (preferred):

- Cisco CCNA, Microsoft MCSE Productivity or M365 are the preferred certs.
 

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