Xerox Technical Customer Support Manager/Technical Help Desk Manager in Dallas, Texas

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com at http://www.xerox.com/ , www.news.xerox.com at http://www.news.xerox.com/ , www.realbusiness.com at http://www.realbusiness.com/ or www.xerox.com/businessservices .

Technical Customer Support Manager

Xerox Services is seeking an experienced helpdesk /call center manager to lead a Technical Support team that provides assistance to end-users of a suite of proprietary software. The successful candidate will have solid experience leading a team of help desk and/or call center employees. Excellent leadership skills required.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

After applying, please check your email (including spam folder) for updates about this position.

Position Overview:

To lead a team that provides outstanding customer service and support for customers across all product lines:

  • Manages, coaches, and mentors a team of 10-15 technical help desk employees.

  • Manages technical-service-related operations for delivery organization.

  • Oversees the work of software and systems product maintenance staff to ensure that all jobs are completed on time, within budget, and to customer satisfaction.

  • Maintain and manage customer installations list.

  • Responsible for designing and implementing improved process or operational policies.

  • Responsible for ensuring that established performance metrics are met or exceeded.

  • Recommends changes to products or services to fulfill customer needs.

  • Demonstrates familiarity with systems and software concepts, as well as call center practices and procedures.

  • All other duties as assigned.

Required Education/Experience:

  • Requires a bachelor's degree or equivalent work experience.

  • 7 years of experience working in a technical call center or technical helpdesk.

  • Strong understanding of call center practices with the ability to meet SLAs.

  • 4 years of experience managing technical call center or helpdesk employees.

  • Metrics and data driven management style.

  • Demonstrated ability to coach, mentor, and manage employees.

  • Experience implementing process improvements and operational policies.

  • Relies on extensive experience and judgment to plan and accomplish goals.

  • A wide degree of creativity and latitude is expected.

  • Must be able to work in a dynamic, fast-paced environment.

  • Effective communication skills with the ability to prioritize, problem solve, and multitask is critical.

  • Experience working with government records is a plus.

  • Must be currently eligible to work in the US for any employer without sponsorship.

  • Must consent to and successfully clear all required pre-employment screenings (background and substance abuse).

Please note that the position is located onsite in Dallas, TX. For the ideal candidate, there is also a possibility for the position to be located in Syracuse, NY. Relocation assistance is not provided. Strongly prefer local candidates.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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Job: Service Delivery Client Network Services

Organization: Public Sector Operations

Title: Technical Customer Support Manager/Technical Help Desk Manager

Location: TX-Dallas

Requisition ID: 16030042

Virtual/work from home? No