[Hiring] Manager End User Support @Alorica

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Leads project teams and partners with other functional departments to identify business needs and create solutions for external clients and internal customers. • Works with cross-departmental teams to ensure that project deadlines are met and output quality consistently meets or exceeds predetermined team and departmental goals. • Accountable for the performance and results of a team within own discipline or function. • Manages escalations as they occur. Responsibilities • Manage configuration, testing, installation and advanced troubleshooting of IT issues • Manage training and supervision for complex installation by Tier 1 and 2 support staff • Identify product improvements to maximize customer satisfaction • Responsible for managing EUS IT staff including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. • Adapts departmental plans and priorities to address resource and operational challenges. Manage escalations to resolution. • Interfaces with clients and/or internal departments to discover, examine, identify, quantify and qualify their business needs. • Develops and implements project and conversion plans that deliver IT solutions. Prepares data and process models and performs quality reviews and testing. • Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans). • Develops, implements, and maintains policies, procedures, and training materials. • May manage vendors and contractors for products and services. • Accountable for the performance and results of a team within own discipline or function. • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform other duties as assigned by management. Company Description Chez Alorica, nous n'avons qu'un seul objectif : améliorer la vie des gens, une interaction à la fois. Nous sommes un leader mondial dans le domaine du service à la clientèle et de l'expérience client, au service des plus grandes marques mondiales avec des dizaines de milliers d'employés répartis dans des centaines de sites à travers le monde.