Position Summary: The [Support Manager] is responsible for - People: Have the right people on board and manage their growth for their benefit and that of the company. - Process: Design, build and hone the support process to guarantee first class service for our partners. - Accountability: Create a positive environment that encourages the team but also demands excellence in solving problems for our partners. Position Responsibilities: * Supervise and direct the Support team, managing all equipment related tasks and projects * Develop the Support team through leadership, mentoring, and performance reviews * Maintain coverage for 1st, 2nd, weekend and on-call shifts * Develop Tier system for ticket escalation - scope, workflows and training programs * Oversee workflow and tasks required to complete the job * Define goals and communicate objectives * Design, Guide and monitor the process of how tickets are solved - driving towards first class, best in industry service * Creating and managing team schedules * Identifying and apply career advancement opportunities * Create KPI dashboard for department success and progress metrics

ZenDesk Responsibilities * ZenDesk Implementation: * Build database of case logs for Support Techs to utilize as troubleshooting guides * Build bank of resources * Categorize priority levels from resource bank * Integrate with our Website for live chat links, submit support tickets, etc. * Integration with App

$$ DOE