Assistant Manager of Technical Support

Position:
Assistant Manager of Technical Support

Location:
Redmond, WA
FLSA:
Exempt

Salary: $120,000 - $128,000

The Assistant Manager of Technical Support key responsibilities are supervising the technical implementation of access control and managing the Access Management Technology team. They direct the day-to-day operations of the Technology team, including all hardware and software maintenance and act as a vendor liaison. This includes assigning and distributing project assignments, overseeing and enforcing all policies and procedures, and providing continuity and accuracy in administration of the program.

They ensure their team provides technical support, including troubleshooting equipment and software to guarantee a successful execution of core responsibilities tied to access control. This position may also involve a high amount of interaction between various business units to bring certain projects, initiatives, and/or issues to a resolved state in a timely manner. The Assistant Manager of Technical Support will also manage or assist in responding to higher level/technical requests in person or via email as assigned from the dispatcher and/or management.

• Providedailyadministrationoftheglobal,onlineaccessmanagementsystemandrelatedtechnology.

• Monitor the systemandensurethe maintenance ofallcard systemcomponentstoprovide ahigh level of system availability and to satisfy user requirements, in accordance with thevendor maintenance agreement.

• Recognize the needsof customers,anticipate outcomes and consequences,and makemodificationsto achievedesired outcomes.

• Assistwithmanaging thedailyoperationsoftheaccessmanagement office.

• Overseetheprocess forbadge holderstoprovidefeedback.
  
  Resolve anyissuesquicklyto ensure customer satisfaction.

• Develop,administer,andenforceaccessmanagementpoliciesandprocedures.

• Analyzerequestsfromusersforsystemmodifications,additionalreports,andcustomdatacollection.

• Provide support to the Access Management Technology Team on the resolution of Tier 1-3 requests.

• Test and integrate newtools andprocessesbefore beingreleasedtotheaccess management team.

• Providetrainingto the internalteamonnew and/orexistinginternaltoolsandprocesses.

• Work with external teams, including Lenel Systems Support, and client teams to resolveany access control issues identified orreported.

• Monitor variousemailinboxes, and a ticket queue,toquicklyidentify and resolve issues.

• Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly on SharePoint.

• Run,export,and extrapolatedata formonthlyreportsfor the client businessgroups.

• Explore and adopt changeingt technology in preparation for, and to accommodate evolving company needs.

• Abilitytolearnnewtechnicallyinvolvedtasksasneeded.

• Abilitytoidentifykeyissuesandescalateasneeded.

• Abilitytoworkinateamenvironmentandabletocompletetasksinatimelymanner.

• Abilitytoworkwithexternalteamsinaprofessionalandcourteousmanner.

• Ability to work independently with little to no supervision.

• Positivecustomerserviceexperiencewithstronglisteningskillsandpatience.

• Abletoworkinafast-pacedenvironmentwhileeffectively making decisions.

• Proficientproblemsolving,analysis,andresearchskills.

• Abilitytoworkprofessionallyandproductivelywithothers

• High attention to detail and well-developedorganizationalskills.

• Excellent communications skills, written and verbal,withastrong understanding of Englishgrammarand composition.

• Mustbe atleast
  18yearsof age.

• Musthaveareliablemeansofcommunication.

• Musthaveareliablemeansoftransportation(publicorprivate).

• Musthavethe legalrighttoworkinthe
  
  United
  
  States.

• Musthavetheabilitytospeak,read,and write
  
  English.

• Musthavea High School Diplomaor  GED.

• Mustbe willingtoparticipateinthe Company’spre-employment screeningprocess,includingdrug screen and background investigation.

• Bachelor’s degree in Information Technology, Computer Science, Security Systems Management or related field. An equivalent combination of education, certifications, and/or experience may be considered in lieu of a degree.

• Experience with Lenel OnGuard Access Control Systems, including…