Support Desk Manager

Support Desk Manager

Altai Systems delivers association-specific CRM software built on top of Microsoft Dynamics 365 CRM using the Power Apps suite of tools. We have an exciting opportunity available for a Support Desk Manager to join our team.

The Support Desk Manager position is a player-coach position that will have hands-on responsibility for working tickets as well as managing the oversight of tickets. This individual will oversee three Support Engineers that provide technical support to a variety of Dynamics customers nationwide. This is the ideal role for a well-organized, in-the-weeds, solution finder with a relentless passion for client satisfaction.

Job responsibilities include:

• Client Research
  • Work with the project team to gather detailed knowledge about the client and their implementation
• Defect / Problem Intake and Triage
  • Review all open tickets on a daily basis. Tickets require:
    • Installation and configuration of Dynamics 365 environments
    • The setup of Azure App Services
    • Deployment of web portal code
    • Bug fixes
    • Product upgrades
  • Collaborate directly with clients for additional data as needed
  • Provide detailed and timely status updates to clients; participate in status calls as needed
  • Identify and execute on issue resolution in the most efficient and effective manner possible
  • Work to minimize backlog
• Issue Tracking
  • Ensure detailed and accurate notes (actions, challenges, resolutions, etc) are recorded in the clients’ records
• Non-Warranty Work Requests
  • Perform detailed analysis of the requested item(s); identify all tasks needed to complete the request
  • For non-defect work requests under 16 hours, provide time and cost estimates; create a work order for client approval; assign or execute work; non-defect work requests over 16 hours will be handed off to a Project Manager
• Gatekeeping
  • Ensure product customizations are not made without the express consent of management
  • Ensure the need for base bug resolutions are coordinated with the Product Owner
• Client Training
  • Conduct trainings as needed
• Account Growth
  • Provide proactive, consultative recommendations to ensure our clients are leveraging our software in ways that exceed their business goals
  • Identify new opportunities to grow our accounts and better support our clients’ needs
• Processes and Documentation
  • Further define and document support processes to improve efficiencies and client satisfaction in accordance with best practices
• Team Management
  • Assign tickets based on ticket priority, skillset required, and resource availability
  • Participate in weekly resource allocation meetings to ensure allocation of necessary resources
  • Ensure support desk team members are fully allocated at all times; communicate any available bandwidth to other team managers for cross-divisional support
  • Energize and motivate team members; understand team members’ desires for professional growth
  • Conduct annual performance reviews for Support team members
  • Review and approve team members’ time entries; ensure accuracy, clarity, and consistency in all billings
  • Provide training, mentoring, and guidance to new team members; identify training and development plans to close any knowledge gaps amongst team members
  • Ensure all documented processes and procedures are followed
• Data Analysis
  • Identify patterns of data amongst tickets that can be leveraged for product and process improvements
• Task Tracking
  • Maintain accurate time and task tracking records on a weekly basis for reporting and billing purposes.
• Customer Service / Client Satisfaction
  • Maintain a relentless pursuit of customer satisfaction
  • Maintain personal accountability for the health and wellness of each account that accesses the support desk
  • Ensure all issues are resolved promptly and in a high-quality manner
  • Surprise and delight clients by exceeding expectations on a regular basis
  • Settle billing disputes as they arise

Technical skills and experience required:

• 3+ years of experience as a Microsoft Dynamics CRM Service Desk Engineer, Technician, or similar role
• 3+ years managing support tickets through Jira or other similar systems
• 1+ years of experience working with cloud infrastructures (Azure, AWS)
• 1+ years of team management experience in a technical support environment
• Ability to create, analyze, and adjust new processes that improve the delivery of solutions and bug-fixes to clients.
• Power Platform development experience including Power Apps (Canvas and Model-Driven), Dataverse, Power BI, Power Automate Flows, and Common Data Service administration
• Experience with source control such as Azure DevOps, GIT, TFS.
• General understanding of Identity and Access Management (IAM) Services (Microsoft B2C, Claims-Based Services, Okta, etc.)
• 3+ years of experience using IDE’s for development (Visual Studio, NetBeans, WebStorm, etc.)
• Ability to read, step through, and understand software code (C#, JavaScript (Angular, React, etc.) to learn, troubleshoot and diagnose issues within client product and environment
• 1+ years of experience with RESTful Web Services and architecture (past experience with SOAP is acceptable)
• Microsoft certifications are desirable
• Experience within the association industry is desirable

Soft skills required:

• Ability to motivate team members toward achieving team and individual goals
• Strong presentation and interpersonal skills for training clients and demonstrating resolutions to issues reported by clients
• Ability to establish and maintain strong professional relationships
• Relentless drive in ensuring customer satisfaction
• Passion for excellence in user experience
• Creative and analytical thinking
• Excellent oral and written communication skills
• Ability to manage multiple competing priorities and complex tasks simultaneously
• Ability to execute in a fast-paced, high-demand environment
• Ability to exercise sound judgement and decision making under pressure
• Ability to adhere to corporate policies amidst client pressure
• Ability to translate highly-technical concepts into plain language for non-technical stakeholders
• Results focused

Our teams at Altai are supporting some of the most well-respected, influential, non-profit organizations around the globe. As a provider of CRM solutions for associations, we have the ability to impact and support those on the frontlines of medical innovations, transportation safety, standards advancements, and more. We value infectious energy, positivity, and an unwavering commitment to quality. Our teams work remotely from their home offices and enjoy great pay, competitive benefits, and flexible work schedules. Interested in learning more about Altai – please visit us at www.altaisystems.com.