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Senior Support Manager

Location: 

Kansas City, MO, US, 64106


Best People + Right Culture. These are the driving forces behind JE Dunn’s success.

 

By hiring inspired people, giving them interesting and challenging work, enabling them with innovative tools, and letting them share in the company’s rewards, we’ve found a sustainable way to grow in our industry for the last 90+ years.

 

Our diverse teams around the country strive to enrich lives through inspired people and places every day, and we need inspired people like you to join us in our pursuit of building perfection.

Role Summary

The Senior Support Manager will provide management, leadership over the Tier 1 and Tier 2 Helpdesk functions, managerial responsibilities of all Helpdesk Technicians, serve as the escalation point of the team when needed, and serve as tactical leader over all support functions for IT.  All support processes, escalations, ITSM tool ownership and development, support experience to our end users, and accurate metric tracking of support functions will be important aspects of this position. All activities will be performed in support of the strategy, vision, and values of JE Dunn.

  • Autonomy & Decision-Making: Makes decisions independently to execute strategy and improve support functions. Consults with IT executive management team as needed.
  • Career Path: Director of IT Support

Key Role Responsibilities - Core

SUPPORT MANAGEMENT FAMILY – CORE
•    Stays current with all IT team solution directions and champions training when needed for the Helpdesk.
•    Serves as the escalation point for all technicians when escalations arise.
•    Conducts weekly meetings with each team member to ensure engagement is high and any personnel issues are resolved, or a plan is put in place to resolve.
•    Learns and trains all systems to serve as the knowledge leader of Helpdesk for basic end user inquiries regarding PC and telephony issues, utilizing phone and remote-control software.
•    Reviews tickets for accurate, timely and courteous responses to resolution.
•    Encourages voice communication on tickets as much as possible, trains technicians on skills to resolve issues and communicate with end users.
•    Creates and assigns work orders in the IT ticketing system, and documents resolutions.
•    Manges the preparation process for employee equipment use, ensuring proper installation of cables, operating systems, and appropriate software; contributes to, and documents configuration standards, and ensures technicians are implementing these standards.
•    Ensures technicians are maintaining records of daily data communication transactions, problems, remedial actions taken and installation activities.
•    Ensures clear and concise instructions regarding proper setup, use and configuration of hardware and software on systems are included as computers are deployed to end users, and ensures technicians are putting the correct instructions with all hardware going out to end users and following up with users to ensure there are no issues.
•    Ensures technicians are trained and able to perform hardware and software repairs, maintenance, and upgrades and maintains asset records.
•    Works with executive management to research new desktop hardware and software and performs testing on potential configuration changes.
•    Serves as liaison between the manufacturer’s support representative and the end user when needed, and ensures technicians know how to perform this level of service.
•    Coordinates technical aspect of office moves and is involved in promoting IT standards in new office design where possible.
•    Establishes and maintains collaborative relationships at all levels of the organization.
•    Challenges the status quo; encourages innovative ideas and new ways of doing things.
•    Serves as problem manager for the IT tickets coming in, suggesting to executive management when problem tickets need to be created and managed to completion.
•    Provides executive management Helpdesk statistics on ticket servicing as a whole and per individual.
•    Works closely with Asset Manager to ensure correct equipment is purchased and available at proper locations per standards created and executive management direction.
•    Proposes training needs and office visits for the Helpdesk with budget in mind.
•    Maintains fiscal records and follows procedures to ensure effective and efficient operations.
 

Key Role Responsibilities - Additional Core

SENIOR SUPPORT MANAGER

In addition, this position will be responsible for:

  • Effectively manages the Tier 1 and Tier 2 support functions for support resolution before escalating to engineering staff in other teams.
  • Serves as the escalation point for all technicians when escalations arise from Tier 1 to Tier 2 and the gatekeeper for escalations to move past Tier 2 into other areas of IT for additional assistance.
  • Serves on Tactical Management Team with responsibility to execute strategies as created.
  • Responsible for ITSM process creation and refinement, tool implementation and usage in support of achieving World Class IT support.
  • Ensures valuable metrics are captured and trended to provide support insights to entire organization for various purposes.
  • Actively contributes to the IT knowledge base and drives other teams in IT to contribute so Tier 1 and Tier 2 can solve as many issues as possible without escalation.
  • Leads the deployment of end user technology equipment, configuration, usage across roles, and the full onboarding process to ensure technology deployment is as frictionless as possible.
  • Ensures proper security practices are executed across all support staff to maintain security compliance.

Knowledge, Skills & Abilities

  • Ability to perform work accurately and completely, and in a timely manner 
  • Ability to communicate in a respectful manner 
  • Proficiency in MS Office & IT ticketing systems
  • Listening skills
  • Ability to solve complex problems quickly and effectively
  • Ability to deliver quality through attention to detail
  • Thorough knowledge of personal computer software including operating systems
  • Thorough knowledge of PC components and associated hardware
  • Ability to solve technical issues
  • Ability to manage a team
  • Ability to provide performance management feedback and complete evaluations
  • Ability to provide mentorship to less experienced team members
  • Ability to build relationships with team members that transcend a project
  • Knowledge of networking and telecommunications
  • Ability to build relationships and collaborate within a team, internally and externally

Education

  • Bachelor’s degree in computer science or related field (Required)
  • In lieu of the above requirements, relevant experience will be considered

Experience

  • 5+ years previous help desk or desktop experience (Required)
  • 3+ years people management experience (Preferred)

Working Environment

  • Must be able to lift up to 25 pounds
  • May require periods of travel
  • Normal office environment
  • Frequent activity: Sitting, Viewing Computer Screen
  • Occasional activity: Standing, Walking, Bending, Reaching above Shoulder

 

JE Dunn Construction is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. JE Dunn Construction is a background screening, drug-free workplace.

 

JE Dunn provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to accommodations@jedunn.com

 

JE Dunn Construction Company does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of JE Dunn Construction without a prior written search agreement will be considered unsolicited and the property of JE Dunn Construction Company.  Please, no phone calls or emails.



JE Dunn Purpose Badge

Why People Work Here


At JE Dunn we offer our employees an inspired place to enrich their life and the lives of those around them

Building on our rich history, our employee owners are shaping the future of JE Dunn. In our team-focused environment we do life together and are generously rewarded for our efforts



About JE Dunn


    Founded in 1924, JE Dunn Construction is a family and employee-owned general contractor with expertise in construction management services, design-build, and integrated project delivery. We deliver transformational solutions to our clients with certainty of results in our pursuit of building perfection.

    Facts
    • 95+ Years of Construction Experience
    • 25 Office Locations
    • Annual revenues in excess of $4 billion
    • Consistently ranked Top 25 of the 400 largest general contractors nationwide by Engineering News-Record
    • Consistently ranked Top 15 for domestic building by Engineering News-Record
    • 2500+ Employee Owners work at JE Dunn


EEO NOTICES

Know Your Rights: Workplace Discrimination is Illegal

Pay Transparency

E-Verify

JE Dunn participates in the Electronic Employment Eligibility Verification Program.

E-Verify Participation (English and Spanish)

Right to Work (English)

Right to Work (Spanish)


Nearest Major Market: Kansas City