Client Support and Operations - Manager

Description

The Client Support and Operations Manager oversees the CSO Help Desk and technical CU*BASE conversion support teams for both external CNS clients and internal CU*Answers staff. The CSO Manager is responsible for ensuring external and internal customers receive IT services that live up to our "Excellence in Execution" moto. They will set, maintain, and report on service KPIs and will participate with the CNS management team in developing, implementing, and maintaining service lines and catalogs in alignment with ITIL best practices. The CSO Manager will interface with clients on a regular basis to ensure support and project delivery meet expectations.

1. Responsible for managing the day-to-day team operations for corresponding departments to ensure overall performance meets company objectives including but not limited to coaching, mentoring, developing, disciplining, motivating, performance reviews, training, goal setting, payroll processing, and department budgeting.
2. Ensures the team executes technical tasks and client interactions with excellence (Excellence in Execution).
3. Manage support service levels for clients and internal teams to CNS established key performance indicators, including setting and reporting of KPIs.
4. Actively seeks ways to improve service levels, client experience, and KPIs.
5. Assists CNS management team in development and implementation of ITIL service catalogs and standards.
6. Work with VP of Network Infrastructure in coordination, execution, maintenance, and reporting for technical Service Pods.
7. Responsible for all L1 and L2 CSO technician duties for internal and external clients.
8. Responsible for all CSO core conversion software and hardware technical implementations which will require close coordination with the Conversions and Sales teams.
9. Ensure that all CNS client audit / examination responsibilities are fulfilled.
10. Develop and maintain a schedule for regular client contacts.
11. Lead all employee annual planning (EAP), training/onboarding, coaching and hiring/termination for the CSO Team.
12. Participate in budget, staffing and business planning with the CNS Management Team.
13. Maintain a positive contribution as a member of the management team, and complete all tasks assigned by management to meet team objectives.

1. High School graduate or equivalent is required.
2. Bachelor's degree in Information Technology, Communications or Business equivalent is preferred.
3. Prior management or supervisory experience is preferred.
4. Familiar with technology concepts, such as networking and cybersecurity.
5. Ability to travel to client sites.
6. Ability to use discretion when dealing with sensitive or confidential data.
7. Skilled in communications through various means, including email, written publication, press release, proposals, phone/video conferencing and in-person meetings.
8. Valid drivers license required.

CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.