Technical Support Manager in Des Moines, IA at TMC Transportation

Date Posted: 12/28/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/28/2020

Job Description

TMC Transportation is the nation’s largest employee-owned, open deck transportation company. Founded in 1972, and headquartered in Des Moines, Iowa, TMC provides expert transportation services and supply-chain management solutions throughout the 48 contiguous states. If you’re seeking a rewarding career at a dynamic company built on integrity, innovation and dedication to quality and customer service, then join us in our Destination of Excellence.

 TMC Offers:

  • Competitive Salary
  • Comprehensive Benefit Package
  • 401(k) Plan
  • Employee Ownership - ESOP!

 

TMC Transportation has an immediate full-time opening for a Technical Support Manager working out of our office in Des Moines, Iowa.

 

 

PRIMARY FUNCTION:

The Technical Support Manager is responsible for leading a team of technical support associates supporting both hardware and software platforms.

 

DUTIES AND RESPONSIBILITIES:

  • Responsible for the selection, implementation, and management of the corporate ITSM platform.
  • Implementation and adherence to ITSM frameworks such as ITIL.
  • Hiring and development of technical support specialists.
  • Plan and manage team schedules.
  • Establishes metrics and KPI’s necessary to for continuous improvement and optimization.
  • Establishes appropriate SLA’s and standards within IT support.
  • Performance root cause analysis and implement corrective action when needed.
  • Manages the corporate and directs the work of IT Support employees.
  • Provides ongoing training, mentoring, and guidance to direct reports.
  • Manages 3rd party support partnerships.
  • Responsible for desktop patch management and 3rd party software rollouts.

 

 

MINIMUM QUALIFICATIONS/EXPERIENCE:

  • Bachelor’s degree in MIS, CS or related field.
  • Experience managing IT Service Desk Software.
  • Experience in the ITIL framework and process.
  • 2+ years of technical support experience.
  • Excellent organization skills with high attention to detail.
  • Excellent problem solving and analytical skills.
  • Strong verbal and written communication skills.
  • Ability to engage, encourage and motivate team members.
  • The ability to prioritize and escalate issues and drive rapid resolution.
  • Consistently deliver the highest level of customer satisfaction.

Job Requirements

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

The physical requirements and work environment described are representative of those present while performing the essential functions of this job. 

 

  • Must be able to sit and use telephone and computer, simultaneously, for extended periods of time.
  • Must be able to speak and hear clearly in a high-volume telephone environment.
  • Some travel required.