Pearson Manager, Technical Support and Services in Springfield, Illinois
Manager, Technical Support and Services - ( 2104369 )
Pearson’s Online & Blended Learning division provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success.
We value diversity, equity and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.
Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce please click here The Power of Difference at https://www.pearson.com/careers/diversity-and-inclusion.html
Working from our offices in Columbia, MD or remotely from a home office, the Technical Support and Services Manager will report to the Director of Customer Support and Engagement and work as part of the Enrollment and Customer Engagement team. The Technical Support and Services teams serve as the primary technical and service support for families and school staff. The team works closely and collaboratively with other teams to ensure that the customer's technical issues are resolved quickly and that they receive a superior customer experience.
The Technical Support and Services Manager will be responsible for running and managing the technical support and school service support help desks. This position will lead the creation and implementation of a service center model that can be used across business lines within Pearson Online & Blended Learning. As an experienced manager overseeing multiple teams, a successful candidate is expected to have a broad-based knowledge of technical and customer service driven solutions, reporting, and team management. An ideal candidate will have proven experience working in a technical or service support position, both as an agent and as a manager – with excellent knowledge of latest industry trends and techniques. In addition, a successful Technical Support and Services Manager is one with strong communication skills who can demonstrate strong leadership and interpersonal skills necessary to building and developing teams.
Build a sustainable service center infostructure that can be used to support the operations of the service teams.
Design, develop, and implement processes, systems and technology to support and enhance the technical support function, including workflow and incident management.
Identifying opportunities for process improvements on respective teams providing support services.
Develop and implement practices that measure the effectiveness and performance of the service support teams.
Monitor and track customer inquiries and issues to resolution, ensuring high quality support and client satisfaction are met.
Create reporting requirements to create a framework of reporting by customer line and function.
Analyze reporting to compile customer service support dashboards showing performance and volume indicators.
Establish, monitor, and evaluate customer service procedures, policies, and standards for each team.
Review and enhance customer self-service online resources and tools.
Recruit, manage and develop the support teams, including hiring and professional development.
Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA).
Experience leading teams supporting mission critical infrastructure, systems, and technologies.
Experience managing Service Desk, Desktop Services, and technical teams.
Understanding of KPIs, metrics, service level management, objectives and key results.
Problem-solving attitude with an ability to motivate your team to achieve goal driven outcomes.
Ability to learn, support, and keep current on new applications.
Ability to manage, supervise, and direct the work of employees, assessing the performance of self, other individuals, or department to make improvements or take corrective action.
Ability to translate a technical solution to a non-technical audience, when needed.
Excellent verbal and written communication skills.
Ability to maintain a professional manner when interacting with clients, vendors, staff, and other outside organizations.
Ability to handle escalated issues and work collaborative towards resolution.
Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
#LI-POST Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Bachelor's degree required, Master’s degree preferred.
10 years in a Technical or Service support position, required.
ITIL v3 or v4 certification required. Intermediate ITIL certifications are preferred, advanced certifications are helpful.
Help Desk Institute (HDI) Service Desk Manager or Director certification (or similar) is desirable.
5 years in a Management role, required.
Customer service experience, preferred.
Experience working in a virtual education field, a plus.
Experience working in a large company with seasonal volume, a plus.
Prior experience managing an inbound phone queue, a plus.
Prior experience with building out business requirements for a CRM, like Salesforce, a plus.
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $80K – 100K. This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Primary Location : US-RE-Remote
Work Locations :
Job : Customer Service
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Manager
Shift : Day Job
Job Posting : Mar 22, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2104369
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