Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

Position Summary:

The Manager of the Technical Support Center position will require qualified candidates to direct and be accountable for all aspects of the Technical Support operation.  The Manager of the Mobile Operations Center (MOC) will lead a team in supporting all external customer solutions.  This will entail providing training on internal systems as well as customer projects; dynamic scheduling to support 24x7x365 operation; personnel coaching and evaluation; customer-facing activities to include meetings, trainings, pre-sales activities; and reporting around the metrics of the internal team as well as customer service level agreements.  The Manager of the MOC is expected to build scalable, repeatable processes that will allow the team to support all existing and future customer projects and be proactive in developing and improving processes and solutions to support a world class operations center.

Key Responsibilities/Essential Functions

  • Monitoring, coaching and development of technical support specialists and the support team members to improve overall call handling and ticket quality to exceed customer expectations.  Analysis of MOC metrics related to productivity, quality, NPS, call volumes, durations, responsiveness and make necessary improvements.
  • Management of existing customer projects within the MOC including coordination with the appropriate account team
  • Management of a standardized quality audit program for technical support specialists and audits required at the customer level.  Monitor quality metrics to determine root cause and provide recommendations on elimination of issues
  • Represent the MOC in meetings with customers, business partners, leadership and project teams for onboarding of new service offerings and projects; forecast staffing needs and maintain project plans to ensure success
  • Manage technical support team tasks for existing customer projects and ensure phone queues are manned appropriately for those customers

Number of Direct Reports and Indirect Reports:
Direct reports – Technical Support Specialists & Support Team Members (Leads, Auditors, Technical Writer, Training)

Required Qualifications:

  • Bachelor’s degree – Computer Science, Business, Engineering or related field
  • 4 years experience in Information Technology, Customer / Technical Support, or related fields with specific Call Center leadership experience.
  • Strong analytical skills with advanced knowledge of Excel, Word and PowerPoint
  • Ability to manage projects in a fast-paced environment and flexibility to work hours needed to meet deadlines
  • Excellent communication skills with a customer service focus.  Strong interpersonal skills with an ability to work with executives, customers and partners across all levels of the organization
  • Energetic self-starter that can work both independently and, in a team-oriented environment
  • Goal driven, and results orientated. A desire to go above and beyond to get the job done
  • Working hours are scheduled to support a 24x7x365 operation