The Support Manager will be the first line of escalation for support calls that cannot be resolved on first contact. This person will have elevated privileges to perform systems, network and phone tasks that the help desk analysts cannot. As a result of this elevated privilege level these individuals will be tasked with fulfilling an ongoing training requirement. Additionally they will be responsible for training and disseminating information to the help desk analysts on a regular schedule.
Essential Duties and Responsibilities include the following:
Help Desk call overflow and escalations
Ongoing help desk training
Various administrative tasks delegated to them by the systems, network or voice groups
PC standards, images and compliance
24 hours quarterly of continuing education divided equally between systems, network and voice groups
Monitoring of critical systems to alert both engineers and help desk analysts of major issues and outages
Demonstrates the Company’s Core Values
Complies with Company policies and procedures
Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.
o High School Diploma
o Associate Degree
o Master Degree
o Doctorate Degree
Field of Study/Work Experience:
o Human Resources
Desired Work Experience:
o up to 3 years
o 3-5 years
Bachelor’s degree; or five to ten years related experience and/or training; or equivalent combination of education and experience.
Certificates and Licenses:
Valid Driver’s License
Cisco, Microsoft, VMWare or Netapp Certification Required
Windows Server and Client operating system troubleshooting, Reynolds and Reynolds systems, Microsoft Office, Active Directory, Cisco switches, Cisco VOIP management interfaces
Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel.
The position requires regular and predictable attendance. Hours may include evening hours, weekends, and holidays to meet required deadlines.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit. The employee is regularly required to use hands to finger, handle, or feel. Must be able to lift equipment over 30 lbs.
Duties are performed primarily an office environment at the management office in addition to dealerships. Extensive travel may be required. Position requires extensive interaction with Management Office employees, dealership management and dealership employees.
Verbal and Writing Ability:
Ability understand and write technical documentation and communicate with non-technical end users via phone or email. Ability to present training classes for help desk employees and interface with upper level managers in person or on the phone.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to determine the nature and severity of problems quickly and determine an appropriate plan for problem resolution.
To perform the job successfully, an individual should demonstrate the following Core Values:
Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.
Teamwork through Trust & Respect:
Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.
Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.
Commitment to Customer Enthusiasm:
Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.
Passion for Winning:
Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.
Accountability at All Levels:
Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.
Commitment to Continuous Improvement:
Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.