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Technical Support Manager

TECHNICAL SUPPORT MANAGER

The VOID is looking for a full-time Technical Support Manager. The Technical Support Manager will be responsible for staffing, training, and operating a successful Technical Support Center (TSC). The TSC is located in Lindon, Utah and is currently operating 18x7 hours with future anticipation of becoming 24x7. The TSC is responsible to provide Tier 2 support to all of the VOID locations currently located in the US, Canada, Malaysia, and Dubai.

We offer great perks and benefits including flexible health insurance options, a 401(k) with 4% company match, a generous paid holiday schedule, paid time off plan (PTO), discount on tickets, an employee lounge stocked with snacks, an employee racquetball/volleyball court, and an employee VR game room. If this sounds like the right opportunity for you, apply today!

ABOUT THE VOID

As the future of entertainment, we are a hyper-reality, fully immersive virtual reality experience. Our advanced VR technologies allow our guests to see, move, and feel our digital worlds in a completely realistic way. Our Virtual Entertainment Centers (VECs) are coming to major cities throughout North America, South America, Asia, Europe, and Australia. More than watching a movie or playing a game, our guests live an adventure! Where does reality end and hyper-reality begin?

The reality is that, despite our fun and cutting-edge technology, we could not be successful without our exceptional team! In order to attract and retain those that can take is into the future, we offer competitive pay, awesome benefits, fun perks, a great work environment, and opportunities for advancement.

A DAY IN THE LIFE AS A TECHNICAL SUPPORT MANAGER

The TSC manager will oversee and assign work to TSC staff. Establishes work schedule to cover all shifts. Establishes and assures adherence to budgets, schedules, work plans and performance requirements. Ensures that all issues are logged in the ticketing system. Establish process and procedures for Incident Management, Service Management and Change Control. Will help maintain the asset management database, ensure all sites are properly monitored and all service level objectives are met. Will contribute to and maintain the Run Book and Knowledgebase documents. Will define and establish escalation procedures. Provide reports to management in regard to key KPI metrics on performance.

Responsible for all reporting aspects of the TSC for both center results and individual performance. Strong coaching and mentoring skills are a requirement. The position requires excellent customer service skills. They must be effective in providing feedback in a timely manner. They must possess excellent communication skills.

Will lead teams within the TSC providing 7x18x365 support in the following areas:

Provide phone and remote support to all VECs.

Troubleshoot issues and maintain uptime of the VR Experience stages.

Escalate issues to other teams.

Close the loop on outstanding issues and requests.

Provide weekly reports on issues resolved.

QUALIFICATIONS
Bachelor's degree in Information Technology or similar field.
Minimum 6-8 years of work experience with running a technical operations/call center or the equivalent in training and experience.
Three (3) years management experience with proven leadership abilities.
Ability to communicate courteously and professionally with outside contacts and other employees, including various levels of staff and management.
Ability to handle situations involving conflict while promoting a positive company image.
Excellent verbal and written communication skills.
Goal and detail-oriented.
Ability to perform under emergency conditions and handle multiple tasks simultaneously with frequent interruptions.
Self-motivated and able to work with minimal supervision.
Strong analytical or organizational skills.
Ability to travel as needed and has a valid passport.
Ability to work weekends and nights when necessary.
Solid understanding of ITIL principles and experience implementing.
Strong technical foundation of desktop and network management.

Are you analytical and goal-oriented? Do you enjoy coaching and mentoring others? Can you maintain professionalism during high-stress situations? Do you have excellent verbal and written communication skills including the ability to provide immediate constructive feedback? If so, you might just be perfect for this position.