Technical Support Manager - BYU-Pathway Worldwide Job at The Church of Jesus Christ of Latter-day Saints
The Church of Jesus Christ of Latter-day Saints Salt Lake City, UT 84103
This position is located within commuting distance of BYU-Pathway headquarters in downtown Salt Lake City, working hybrid-remote (currently 1-3 days per week in the office). The incumbent will need to physically reside and perform the work assigned in Utah.
We continue to mature our technical support team and processes across all support levels to better serve our growing student population. We are seeking an experienced Technical Support Manager to do three primary things:
- Lead, coach, and develop a technical support team consisting of full-time staff, part-time student employees, and volunteers
- Understand BYU-Pathway’s flagship custom applications and collaborate regularly with product management, technical engineers/developers, and other student support services
- Continue to mature our overall technology support processes and reporting in order to be in a position to effectively manage the anticipated growth of our customer-base (students)
This position is a key senior management role responsible for all technical support work and processes at BYU-Pathway, reporting directly to the Director of Technology Operations.
We are looking for a candidate that thrives in managing, coaching, and developing employees. The Technical Support Manager will be responsible for hiring, training, mentoring, and strengthening relationships with internal and external teams, including our partners at BYU-Idaho, BYU-Provo, Ensign College, and Seminaries & Institutes (S&I). If you have a strong background in technical support and technical support leadership, thrive on change, love collaborating with others, and have desires to help further spread light and knowledge to the world, then this position is for you!
- Lead, coach, and develop a technical support team consisting of full-time staff, part-time student employees, and volunteers
- Understand BYU-Pathway’s flagship custom applications and collaborate regularly with product management, technical engineers/developers, and other student support services
- Continue to mature our overall technology support processes and reporting in order to be in a position to effectively manage the anticipated growth of our customer-base (students)
- Focus on and drive KPI’s and SLA’s in order to track and share team and agent-level trends with stakeholders and upper management
- Build critical working relationships with student support services, product management, engineering, BYU-Pathway leaders, vendors, and partner schools
- Ensure excellent customer service by establishing a culture of helpfulness, rigorous follow-through, proactiveness, and an abundance of clear communication
- Personally handle high-priority or time-sensitive issues escalated from technical support agents or senior leadership
- Meet regularly with technical support staff to review individual performance and perform ticket management quality assurance
- Develop a sound technical understanding of key BYU-Pathway Systems, how they work together and integrate with other systems, and how students use them
- Understand the BYU-Pathway mission and strategy, the students we serve, and how technical support helps fulfill BYU-Pathway’s mission and strategic priorities
- Assist in identifying and communicating major system outages to key stakeholders
- Be available for after-hour support collaboration and communication if/when major system outages occur
- 6+ years in technical support, tier-2 technical support, and/or IT operations
- 3+ years leading a technical or operations support team, preferably tier-2 or equivalent
- Experience providing or leading technical customer support for custom enterprise applications
- Service-oriented: having a passion and talent for delighting customers, keeping people informed, and exceeding expectations
- Optimistic, positive, willing, and helpful attitude
- Analytical, evaluative disposition; enjoys troubleshooting complex technical problems
- Polished verbal and written communication abilities, including the ability to make complex technical matters easily understood
- Ability to display and present key support metrics in a way which clearly communicates strengths, weaknesses, and trends
- Experience developing support processes, policies, and SLA’s
- Ability to expertly organize and prioritize a constantly changing workload
- Current fluency of major enterprise technology components including networking, application servers, the cloud, databases, API’s, tech stacks, and the software development lifecycle
- Significant experience using help desk or support ticketing systems
- Bachelor’s degree required, preferably in an IT-related field
- Must be a member of the Church of Jesus Christ of Latter-Day Saints and hold a current temple recommend
Posting Notice/More Info:
The position is located within commuting distance of BYU-Pathway headquarters in downtown Salt Lake City, working hybrid-remote (currently 1-3 days per week in the office). In accordance with the Immigration Reform and Control Act, applicants selected for employment must be eligible to work in the United States before beginning employment; BYU-Pathway Worldwide does not sponsor individuals for employment purposes.
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