SENIOR MANAGER, TECHNICAL SUPPORT SERVICES (REMOTE)

Salary:  $115,000 - $120,000 + bonus eligible (commensurate with experience)

 

 

Who We Are

Compass Technology is a dedicated internal team for Compass Group delivering enterprise-wide initiatives that support our diverse customer base and enhance our business operations. 

 

Our domain encompasses a vast spectrum of opportunities, from hands-on desk support to Cybersecurity, Cloud Engineering, AI, and Modern Application development. We are committed to building robust IT infrastructures, driving digital transformation, and much more. 

 

Compass Group is the leading foodservice management and support services company, with $26 billion in revenue in 2023.

 

In 2023, Compass Group was named one of Forbes’ America’s Best Large Employers along Springbuk’s Healthiest 100 Workplaces in America (since 2019).

Job Summary

The Senior Manager of Technical Support Services is responsible for the oversight, direction and ongoing operation of the company's end user technical support services. This position leads, and serves as a member of a team charged with providing computer technology support for all Compass Group associates in North America. 
 
As a member of the Compass Technology Leadership Team, the Senior Manager of Technical Support Services reports to the Compass Technology Service Desk Director and is charged with understanding the goals / objectives of the department and to provide clear leadership and coaching to ensure user support is delivered efficiently and business disruption is minimized. 
 
 
Job Responsibilities:

• Lead the Compass Technology Technical Support Team overseeing daily support and team performance
• Create strong relationships with Compass Technology leaders to foster effective collaboration and issue resolution  
• Create reporting (dashboards, slide decks, status updates) for Service Desk agent measurement 
• Collaborate with Compass IT leadership to prioritize opportunities to reduce user impacting issues 
• Establish clear inbound support channel priority (chat, ticket, phone, email) to decrease phone volume and increase user self-service portal use 
• Collaborate with business and IT partners to design access request processes to be automated or manually fulfilled
• Ensure the team adheres to best practices in issue identification, documentation and remediation and escalation
• Continuously evaluate and improve support processes for enhanced efficiency and effectiveness.
• Mentor and develop team, fostering a collaborative and growth-oriented environment.
• Manage team resources, ensuring optimal allocation for support efficiency and effectiveness.
• Prioritize multiple competing requests in a fast-paced environment.

 
 
Job Qualifications:

• 5 - 7 years of progressive experience managing end user technology support services
• Bachelor's degree in computer science or a combination of education and experience 
• Clearly communicate complex ideas to both technical and nontechnical audiences 
• Experience defining and implementing Identity and Access Management processes
• Ability to work collaboratively in a consultative role 

 Apply to Compass Group today!

Click here to Learn More about the Compass Story

 

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

 

Compass Technology maintains a drug-free workplace.

 

Applications are accepted on an ongoing basis.

 

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