IT Customer Experience Manager

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Description

Job Duties: The IT Customer Experience Manager is responsible for providing strategic guidance on the seamless delivery of services to internal customers, implementing advanced client facing service technology solutions, performing root cause analysis around key performance indicators (KPIs), overseeing monthly inventory review, maintain client hardware standards, and implementing process improvement initiatives to ensure timely delivery of service.

IT Customer Experience manager will support the Director of IT Customer Experience by working directly with business leadership on a monthly schedule as well as ad hoc basis, as well as providing ongoing input for a Client Experience maturity roadmap for the continued growth and support of the company.

Responsibilities

• Manage staff and day-to-day operations of IT client device, mobility, and service activity.
• Ensure the team is providing exceptional customer focused support experience while demonstrating end-to-end ownership of care for our customers and colleagues including issues that may have their source in other IT Teams but are customer impacting
• Develop and manage short-term and long-term customer support strategies
• Respond to service outages and provide communication bridge for IT Leadership on P1/P2 events
• Champion ongoing continuous improvement efforts within the team utilizing IT Lean methodology practices
• Provide leadership relevant analytics in support of strategic support initiatives, request & incident volume, and staff performance.
• Monitor for negative Customer Satisfaction (CSAT) scores and directly communicate with customer ensuring corrective action is taken
• Report on customer CSAT scores and associated corrective action, ticket volumes, avg. time to resolution, etc. during monthly meeting with business leadership.
• Support Director of IT Customer Experience in strategic relationship with Business Leadership
• Create process and drive execution in the areas of IT customer relations, client device break/fix, automated workflow, and problem escalation and resolution
• Ensure accuracy and accessibility of IT client device and ticket data in our systems including performing enhanced inventory auditing activities.
• Implement and support after hours support infrastructure, stand-up emergency communication for P1/P2 call events relevant to the activities of the Customer Experience team.
• Ensure effective cross-team collaboration with other IT groups including warm hand off, organizing problem resolution meetings, and follow-up to ensure customer issue resolution
• Lead role in Client Device value stream efforts during merger, acquisition, and divestiture activity
• Maintain high level of inter-team cooperation and support with other IT teams and business stakeholders
• Perform staff management duties including annual appraisals, hiring, and performance corrective action.
  
  

Requirements

• Bachelor’s degree or 8+ years of related industry experience
• Proven ability to work both independently with little supervision, as well as part of a team
• Excellent writing and oral presentation skills as well as time management skills
• High level of competency in the use of Modern ITSM data analysis activities
• Comfortable with conflict and adept at problem resolution
• Proven experience communicating and collaborating effectively across all lines of business, in support of overall corporate goals
• Ability to manage small teams and collaborate cross-functionally
• Possess strong understanding of the role IT plays in support of client related business activity and customer support function.
• Excellent work prioritization skills in support of multiple competing requirements
• Experience managing a mixed team of local and remote direct reports
• Strong technical acumen in the areas of client hardware devices, operating systems, client interfacing applications, and break/fix activity
• Strong background with ITSM Systems including inventory management, ticket prioritization (P1, P2, P3, VIP, etc.)
• Excellent communication and interpersonal skills
• Track record of managing multiple priorities and meeting deadlines
• Hybrid work schedule based out of the East Hartford office
• May need to travel as required