About Computronix 

Our low turnover rate, challenging work, great client relationships, and team environment create a high morale environment with lots of opportunities to innovate, grow in your career and never get bored! 

As a member of the Computronix team, you will work in a highly dynamic, energetic, fast-changing, and fluid work environment. You will help provide outstanding customer support by managing the support desk functions for external clients and internal teams. 

In this role, you will...  

• Ensure timely triage and responses to tier 2-4 level support questions, issues, and incidents from both internal staff and external clients.  

• Work with 10-15 staff across multiple teams (e.g., application, database, cloud) who regularly rotate between product development and support assignments. 

• Work with Key internal stakeholders to include Client Services Directors, Account Managers, Project Managers, Technical Leads, Product Managers, and IT Services lead. 

• Analyze and report on support desk activity, performance metrics, and customer satisfaction. 
  
  Build and maintain: 

• Knowledge of products Computronix provides to clients, and how they are used. 

• Knowledge of processes Computronix uses to support products for clients. 

• A catalog of standard service requests. 

• Ensure the corporate knowledge base continues to grow and stays up to date. 

• Recommend product enhancements, features, and patches to reduce support burden. 

You are perfect for this role, if you ... 

• Possess strong problem-solving and analytical skills. 

• Possess time management, prioritization, negotiation, and incident management skills. 

• Proactively build and maintain trust with clients through excellent verbal and written communication. 

• Facilitate effective meetings with staff and clients including root cause analysis and decision making. 

• Are a detail-oriented person and able to keep everything moving efficiently and effectively. 

• Manage the work to SLAs and support procedures and protocols. 

• Understand and apply Quality Management (continuous improvement) processes and goals. 

• Operate with transparency, demonstrating accountability for the work of the team and decisions made. 

• Escalate sensitive communications as appropriate and at times, have difficult conversations with maturity and empathy. 

Requirements for this role include:  

• Bachelor’s degree or equivalent, preferably  with a focus on IT and/or Management  

• 7+  years Management experience in the function of a Technical Support Desk, managing large volumes of requests, dashboards, clients, and processes.