IT Tech Support Manager

Job Overview

Westmark Enterprises is looking for an IT Tech Support Manager who will be responsible for the oversight and management of our technical support team in our IT department. You will provide and issue resolution for the technical support for all shifts. You will be responsible for providing direction, supervision, training, and motivation to the technical support team. This position is located in our home office in Dubuque, Iowa.

 Who We Are!

Westmark Enterprises is a support organization headquartered in Dubuque, Iowa that provides support functions such as information technology, human resources, inventory control, telecommunications, finance, and accounting for numerous affiliated companies, including Kendall Hunt Publishing, Westmark Development, Great River Learning, RCL Benziger, and Paradigm Education Solutions. To learn more about us, visit our website at www.westmarkenterprises.com.

 What Will You Do?

• Resolve technical issues for customers and resolve escalations by exercising extreme discretion and judgment
• Escalate to third party or senior management for resolutions using proper judgment and advanced knowledge
• Spot trends and potential global issues before they become serious by utilizing experience, advanced domain knowledge and specialized training
• Create long-term and short-term department planning and strategy with upper management
• Direct the work of the staff, motivate, and enhance the quality of the Technical Support Team through positive attitude, coaching, monitoring, and tracking employee progress, planning and goal setting
• Improve products by training employees to resolve issues, tracking issues and trends, maintaining a knowledge base, reporting issues to appropriate departments, providing customer feedback
• Direct issue resolution so that employees follow up with customers to ensure complete satisfaction
• Strive for continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management and optimization
• Develop and provide customer support content via the support website, video help and training guides

 Who We Need!

• Someone with strong verbal and written communication skills; organizational, analytical, and decision-making skills are essential.
• Someone with a bachelor’s degree and prior technical support and managerial experience required.

 Why Us? We Understand It's More Than Just a Job!

Choosing a career path can be one of the most important decisions in one's life. Work is part of a person's identity. People need compelling reasons to remain at a job and a company day after day, year after year. As you consider a career change, we understand the benefits an employer offer are just as appealing as the job itself.

Our companies offer -

• Job Stability. Kendall Hunt and their family of companies have been around for over 75 years
• Career Growth. Gain some great experience to promote to higher roles - many of our leadership and upper management staff worked their way up in our family of companies
• Affordable medical, dental, and vision insurance with Company paid life insurance, short term and long term disability
• Generous company match on 401(k) plan, as well as profit sharing
• 15 days of PTO at hire, plus paid holidays
• Scholarship and tuition reimbursement

Send your resume and salary requirements to:

HRDept@kendallhunt.com

An Equal Opportunity Employer

M/F/V/H