Technical Support Manager
KPA is a proven SaaS technology and services partner for corporate compliance and human resource professionals seeking opportunities to raise productivity, control expense, and mitigate financial and reputational risk via business process automation, improved safety and workplace compliance, and better HR practices. With KPA’s proven portfolio of end-to-end solutions and operational best practice clients can unlock opportunities to drive down costs, mitigate risk, and enhance the employee experience at a lower cost than clients can achieve internally.
Founded in 1986, KPA is owned by Providence Equity Partners, a top-tier private-equity company, and is focused on delivering SaaS solutions to the small and mid-size business (“SMB”) markets.
Position Description: The Technical Support Manager is a new hands-on role within KPA and will report to the Director of IT. The Technical Support Manager will supervise the IT Help Desk Team, serve as Incident Manager during critical situations and will be responsible for coordinating team members from multiple departments to resolve issues. The ideal candidate will have a well-rounded background in desktop support, helping team members succeed, and a penchant for providing exceptional customer service to both internal and external customers. This position will champion Standard Operating Procedures, exceed Service Level Agreements, and passion for improving the customer experience and success.
In the first 30 days you will:
• Begin learning KPA’s business and employees by assisting the IT team with help desk tickets and resolving issues within the established metrics and Service Level Agreements.
• Review and enforce all documented processes, metrics and Standard Operating Procedures (SOP) for the IT team.
• Lead the prioritization of work within the IT team by leading daily status meetings.
In the first 60 - 90 days you will:
• Refine Tier 3 support processes to expedite the resolution of customer issues reported through our Client Success team which require subject matter experts (SME) to resolve.
• Manage internal Project and Task work using Azure DevOps (Visual Studio Team Services) and meet or exceed established milestone and completion dates.
• Leverage experience and coach IT team on escalation processes including acting as the SME for systems issues and customer requests.
• Evaluate the security, compliance settings, and policies for all corporate back-office applications including Office 365 to help reduce risk.
• Assess the current environment including processes, metrics and SOP’s and present recommendations for changes/improvements.
• Meet colleagues and key stakeholders to understand the current KPA department structures who support clients and innovate new process and service options.
• Review and improve the automated deployment processes for all corporate hardware and software.
In the first 6 months you will:
• Regularly review tickets and backlog items and publish reports to refine and track metrics for the agents and team.
• Lead the planning, development, and implementation of a fully automated user management process.
• Lead the creation of an IT Asset Lifecycle Management plan for all on-premise hardware and software.
By the end of the first year you will have:
• Led the creation of new and enhancement of existing documentation, IT processes, metrics and SOP’s to ensure replicable and consistent results.
• Met regularly with direct reports to build rapport, understand challenges and promoted building new technical skills by exploring personal interests.
• Contributed to the technical and business skills development of team members through training, mentoring and shadowing.
Success Factors:
• BS/BA degree, CIS/MIS or CS degree preferred
• Minimum of 3 years of experience leading a support team
• Minimum of 5 years of experience in the following areas:
o IT Service Desk Management software; Freshservice or Zendesk experience and ITIL processes preferred
o IT Asset Management software; CMDB processes preferred
o Incident Management software; Opsgenie preferred
o Windows 10 support; Pro or Enterprise
o MacOS X support; El Capitan or greater
o Microsoft Office Suite; 2016 or greater
o Microsoft Office 365; Hybrid Deployment, Active Directory Federation Services (ADFS) and Multi-Factor Authentication implementation experience preferred
• Excellent communication, presentation, and organizational skills to keep key stakeholders informed and projects on schedule
• Stamina and tenacity to deliver great technical solutions, with a deep sense of personal ownership and passion for working with all types of end-users
Position Details: This position reports to the Director of Information Technology, and is a full-time, exempt position. On-call hours may be required; schedule may include weekend / evening / holiday hours
As a growing company KPA values its employees by supporting them with a full benefits package including:
- Medical
- Dental
- Vision
- Paid Time Off
- 401(k) match
- Life Insurance
- Short and long term disability insurance
With the stability of over 30 years of experience, we are growing rapidly as a major competitor in a fragmented $4B market and are adding innovative team members to drive this momentum.
With HQ located in Lafayette, CO our space provides both quiet work space and a collaborative environment. We are an easy commute for most of our team, with plentiful parking and an easy walk to the Lafayette YMCA, coffee shops, a brew pub, restaurants and a variety of childcare options.
