Manager, Customer Experience Engineering

The Manager, Customer Experience Engineering will directly manage a team of Support Specialists and Engineers, provide technical leadership, and help ensure that end users are receiving efficient and timely technical support. The Manager, Customer Experience Service will be instrumental in developing processes and procedures relating to the operation of Customer Engineering; identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, maintenance, and coordination of Service Delivery functions. The Manager, Customer Experience Service will work to ensure that end users are receiving the BEST service they have ever experienced by equipping the Customer Experience Operations Team (CXO) to be successful.  This Manager position will be focused on a team specifically serving our Information Windows Desktop and Server OS, Office 365, Azure, Advance Networking. 

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Job Specific Responsibilities: 

• Assist the Senior Manager of Customer Operations by the supervision of Support Specialist including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.
• Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.
• Participate in Change Advisory Board meeting to vote on scheduled changes.
• Participate in CXO Management Meetings.
• Ensure day to day operations of the Advance Support Specialist and Engineering Team.
• Develop processes and procedures that drive consistency in operation.
• Assist in the facilitation of Customer Escalation Requests.
• Prioritize workload for CXO and individual members as necessary.
• Complete weekly/monthly reporting.
• Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.
• Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etc.
• Lead daily/weekly technical meetings, as necessary.
• Any other task or duty as assigned or required.

REQUIRED

• At least two years of proven management, leadership, or coaching experience required.
• At least eight years of proven technical experience relevant to the Technical Customer Support team required.
• Experience in the development and continuous improvement of processes and procedures required.
• Experience developing teams and collaborative environments required.
• Willingness and ability to travel 5%-10% of the time required
• Proven experience with the following technologies:
  • Windows 10, Window 11, MacOS
  • Windows Server
  • Active Directory
  • Office 365
  • Microsoft Office Suite
  • Azure
  • Citrix XenApp, Citrix XenDesktop
  • VMware

PREFERRED

• Industry recognized certifications that are relevant to the following:
• ITIL, Six Sigma, COBIT, or other IT Frameworks
• Industry standard Service Desk certifications / memberships (ex. HDI)
• A+, Network+ Certifications
• MCP, MCITP, MCSA, MCSA Certifications