Manager Customer Support and Operations in Kirkland, WA at Volt

Date Posted: 3/5/2020

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Kirkland, WA
  • Duration:
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

VOLT is seeking candidates for “Manager of Customer Support & Operations” role with our client in Greater Seattle Area, Washington. Candidate in this role will be responsible for oversight and management of programs and staff in IT Customer Service including Help Desk, Customer Support, IT Account Admin and Computer Operations, planning and delivery of desktop computing supporting a large array of applications.

Job Description:

  • Assigns and delegates the day-to-day work for customer support and operations staff working with Supervisor to address priorities including incidents management
  • Drives performance improvement opportunities using metrics to review and develop better processes, standard work and automation
  • Monitors performance metrics and provides technical mentoring for all customer support and operations staff as needed
  • Trains Sr. Computer Operators and Sr. Customer Support Specialists to effectively provide mentoring to others on the team
  • Coordinates staff schedules to ensure 24/7 coverage. Maintains staffing plan against operational and project demands.
  • Completes and conducts probationary and annual performance appraisals for the customer support and operations staff.
  • Facilitates corrective actions within the customer support and/or operations staff as needed.
  • Develops and documents processes and procedures for customer support and operations.
  • Plans, executes and monitors refresh requirements for desktop computing including hardware and desktop related applications in coordination with the IT Applications and Infrastructure Teams.
  • Actively participates and contributes to IT Leadership meetings.
  • Works with Project Managers to define, plan and execute medium to large scale projects, providing status report. Negotiates countermeasures with project management and leadership as needed to alleviate and resolve issues.


  • Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
  • Adheres to organizational patient safety standards relevant to the department or assigned nursing unit.
  • Responsible for interviewing, hiring, evaluating, and documentation for corrective action and termination of assigned staff.
  • Provides clear communication, issue escalation, and recommended solutions to management.
  • Constantly works to improve the quality of support delivered, refining and using all metrics available.
  • Works closely with-IT leaders to develop and refine processes, training, documentation and communication both internally and externally.

VOLT is an Equal Opportunity Employer