Support Manager AV VC Maintenance at EOS

WHO WE ARE:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture.  Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.  

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

Position Overview:

Managing a fast growing team across the globe to support more than 11,000 users for video conferencing issues for our client.

WHAT YOU’LL DO:

• Manage global remote support team for all Video Conferencing issues
• Work with cross functional teams to meet client needs
• Procure team data and measure SLAs
• Manage team workflows and day to day responsibilities
• Provide extensive monthly to quarterly reports to client
• Proactively support issues reported via email, chat, phone, and other client support mediums 
• Monitor regional and global feedback groups and tasks for Video Conferencing issues and triage accordingly 
• Lead the dispatch maintenance services for all conference room technical systems and infrastructure 
• Point of escalation for Remote Support Technicians for broader issues
• Audit Team tasks for team parity
• Monitor operational dashboards for service health and escalate appropriately
• Participate in special projects including but not limited to process creation and general documentation Support VC Ops team as required in user and interdepartmental communication 
• Coordinate biweekly communication syncs with client around maintenance support requests and trending issues
• Create and maintain high level Video Conferencing documentation with step by step instructions on how to use VC applications such as BlueJeans, Zoom, and Webex
• Understand and achieve of all VC related tools provided by the client

WHAT YOU NEED TO SUCCEED:

• Excellent interpersonal, customer service, and conflict resolution skills
• 3+ years of similar experience
• Professional written and verbal communication skills and comfort level to deliver messaging to Executive level stakeholders
• Strong understanding of the nuances and responsibilities of providing a managed service
• A continuous improvement mindset
• Ability to be self-motivated and accountable in a fast-pace, independent environment
• Ability to think creatively as well as methodically regarding technical issues
• Willingness to learn and adapt to client culture
• Ability to work both independently as well as be able to collaborate with multiple teams
• Ability to coach and mentor others

Additional Information 

The EOS Group recognises the responsibilities it has to its customers, suppliers & employees. 

At EOS, so far as is reasonably practicable, it is our responsibility to ensure the health, safety, and welfare of our employees at work as well as taking all reasonable steps to ensure that anyone affected by our business, including visitors and service users, are not exposed to risks. 

That’s why all offers of employment are contingent on the candidate showing proof of being fully vaccinated against Covid 19 to pass the pre-employment requirements.  

Individuals with medical issues or religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

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