20179 - GGA CUSTOMER SUPPORT MANAGER

　　PURPOSE:

　　This position will be responsible for the 24x7 day-to-day operations of the Customer Support Team located at Glovis Georgia (GGA), West Point, GA.. The Customer Support Manager will own the day-to-day management,

　　monitoring, and provisioning of the physical infrastructure used to deliver IS applications and services. The GGA Customer Support Manager will also work closely with the Automotive Manufacturing (AM) Integrated

　　Data Center(IDC) and Kia Georgia AM Manufacturing Execution Systems (MES) teams on the delivery, security, and compliance of customer focused solutions and processes.

　　ESSENIAL FUNCTIONS:

　　Leadership and Communications

　　Provide leadership to a team of customer support employees in the delivery of IT servicesHost weekly staff meetingsWrite and deliver performance reviews for staffRecruit and train team members to ensure appropriate staffing levelsAdhere to division/department policies and establish work procedureCollaborate with Automotive Manufacturing teams to deliver the highestlevel of operational efficiency and effectiveness possible

　　Identify synergies and process standardization opportunities acrosscustomer support teams

　　Foster an environment of trust and respect between team members, management, other teams and customersRecruit/Retain qualified staff; develop and mentor existing team members to be future leadersTechnical Leadership

　　Lead/Manage the teams (Helpdesk, Network, Windows Systems) that comprise the Customer Support SectionEnsure systems are highly available, secure, manageable, and lowest cost to operateEnsure teams are highly supportive and responsive to the needs of other teams and customersSupport users, help desk personnel, other administrators, developers, and management as requiredDevelop, test, and analyze new technical solutions to problems and information requests in cooperation with other teamsProvide all aspects of user account management and authentication troubleshootingAdhere to naming standards and labeling of all assetsProvide training to Jr level technicians and Helpdesk personnelProject & Asset Management

　　Manage a large portfolio of projects, tasks, issues and systemsManage projects from initial requirement stage on through completion, ensuring appropriate documentation and financial accounting is completed for each project stageConduct/Lead formal meetings with teams and other business unitsEnsure IT assets are tracked and managed with a bi-annual reporting to the Finance DepartmentMaintain an IT asset tracking application/database to monitor PC asset availabilitySUPERVISORY RESPONSBILITIES:

　　Manages the work efforts of supervisors/individual contributors.

　　Responsible for hiring, firing, performance appraisals, and pay reviews.

　　Makes decisions based on unit objectives, as well as company policies and procedures

　　DECISION-MAKING/DISCRETION:

　　Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

　　Networks with key contacts outside own area of expertise

　　EDUCATION:

　　Ideal candidate possesses a Bachelor's Degree.

　　REQUIRED SKILLS:

　　5+ years of management experience with strong project management skills

　　10+ years' experience in the areas of Networks, Telephone systems, Helpdesk Operations and

　　Windows Server systems

　　- Must excel at verbal/written communications and be comfortable in front of large groups.

　　Candidate must possess a broad knowledge of current and emerging technologies, to includeWindows operating system and Microsoft Active Directory technologies

　　CERTIFICATIONS (preferred):

　　Cisco CCNA, Microsoft MCSE Productivity or M365 are the preferred certs.

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