Job description
Proagrica
Technical Support Manager
Explore how you can grow at Proagrica,
https://proagrica.com/
. The future of food sustainability is complex. That’s why over 20,000 customers across five continents rely on our cutting-edge networks, workflow tools and analytics platform to drive change. The key to our success is our ability to empower people to revolutionize the agri-food and animal health supply chains. So, if you bring curiosity, ambition and inventiveness, we’ll help you think big, aim high, and explore more.
The Americas Technical Support team is a part of the larger Enterprise Solutions Delivery organization. The organization consists of the sharpest service delivery professionals across disciplines including Project Management, Analysis, Product delivery, Integration Engineering and Technical Support.
The organization is growing and there is a shared anticipation of continued success for Proagrica in the Americas and around the globe. The foundation of our team is built upon trust. We are all fully committed to productive and successful engagements with our clients. Collaboration is key. The mentoring and support of fellow team members is a core quality of our culture regardless of length of service. And, we are on an exciting journey of digital transformation for the global Agricultural industry.
Job Summary
Technical Support Manager will supervise and monitor the activities of the US technical support staff. The role is hands-on but will include management of the team and their activities. It is expected that you will drive and track improvement across the support service, encompassing people, process and technology to produce outstanding results.
The US support desk is part of the global operations group, and forms part of a global support desk, with the leads of each regional team forming a management group for our support service. It is expected that this management group will establish best practice for collaboration across teams both within support and the wider business. They will also drive the continuous improvement of the support that we give to all stakeholders, with a strong customer focus.
Requirements/Qualifications
- 7+ years of Service Desk experience
- BS Engineering/Computer Science or equivalent experience required
- Technical writing documentation/SOP development knowledge
- Ability to perform complex troubleshooting for IT infrastructure and systems
- Understanding of best practice operating procedures and when to change/update
- Strong skills around setting, communicating, implementing, and achieving business objectives and goals through the direct management of others
- Strong work planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing projects and managing projects of various size and complexity
- Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
- Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums
- Ability to travel for business, mostly between office locations, as required
Responsibilities
- Supervise, monitor, support, troubleshoot, resolve operating issues including failures, service degradation
- Lead the development of detailed technical documentation and standard operating procedures to perform various responsibilities
- Identify when operating procedures need to be changed, updated, or developed
- Triage complex problems, taking corrective action to ensure availability and minimize downtime
- Maintain tickets for all issues and problems, and track these against agreed SLAs to ensure these commitments are met.
- Refer major software problems or defective products to development departments; participate in the resolution/problem identification process
- Ensure that our support team work closely with the SRE (infrastructure/systems engineering) monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
- Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to our customers
- Perform complex and escalated troubleshooting and problem resolution across the B2B network
- Develop detailed technical documentation and standard operating procedures to cover support desk responsibilities, including how to interface with both customers and other internal teams.
- Participate in resource planning and new application/technology rollout projects
- Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems
- Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff is provided with frequent feedback and coaching to meet and exceed individual and team performance goals consistently
- Manage and encourage new ideas from staff to foster improvements through innovations
- Empower the staff to be accountable and responsible for their own actions and decisions
- Other duties as required
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or
accommodations@relx.com
.
About US
Risk Solutions Group (RSG) provides customers with innovative solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk while enhancing operational efficiency through eight unique brands. RSG is a market segment of RELX and has more than 8,500 employees serving customers in over 180 countries. RSG’s eight brands include: LexisNexis Risk Solutions, Accuity, Proagrica, ICIS, Cirium, XpertHR, Nextens, and EG.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.
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