Trabajos remote customer service manager en North Tonawanda, New YorkCrear alertas

Job Description Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We are an employee-owned company and believe our greatest asset is our people. We are looking for team members who are passionate about delivering industry-leading experiences to our customers and supplying turn-key solutions for any HVAC, refrigeration, critical environment, custom metal fabrication, energy performance, or specialty mechanical project. As the Technology Support Manager, you will lead, coach, and contribute to our frontline IT support team. This position combines leadership with hands-on involvement, overseeing the day-to-day operations of the Service Desk while also addressing high-priority and complex technical challenges as they arise. You will be instrumental in ensuring the team delivers timely and effective support, maintaining high service quality standards, and helping drive continual improvement in user experience and IT support processes. Are you an effective leader who excels at coaching and developing team members to reach their full potential? Do you have a passion for continuous improvement and a track record of optimizing IT support processes? If you want to play a crucial role in organizational decision-making and have a significant impact on the company's technological advancements and overall success, this is the opportunity for you! What We Offer: • Danforth invests in you and your future with direct employee engagement, team support, career development, and mentoring., • We are a professional organization offering quality benefits including:, • Medical, dental, disability, and life insurance, • 401(k) and ESOP with generous profit-sharing/matching contributions, • Competitive PTO, holidays, and other financial incentives What We Ask of You: • Manage Technology Support Analysts (Tier I & II), including scheduling, coaching, performance reviews, and daily team check-ins., • Lead hiring, onboarding, and training for new team members; develop growth plans for existing staff., • Foster a high-performing team culture centered on accountability, customer service, and improvement., • Conduct regular 1:1s and guide staff on documentation, troubleshooting, and communication best practices., • Monitor the ticketing queue for SLA compliance, workload balancing, and effective triage., • Develop and report key service metrics like response times, resolution rates, and customer satisfaction., • Maintain SOPs, shift schedules, and support workflows., • Act as an escalation point for advanced or high-priority tickets., • Provide hands-on technical support during high workload periods or for complex incidents., • Troubleshoot hardware, software, networking, and remote access issues with team members., • Collaborate with Infrastructure, Systems, and Application teams on escalations and change management., • Identify ticket trends and user pain points, proposing solutions, training, or process changes., • Contribute to the internal knowledge base and documentation repositories. Experience & Competencies: • Over 5 years of enterprise IT support experience, including 2+ years in a supervisory or team lead capacity., • Proficient in troubleshooting across Windows, Microsoft 365, remote support tools, and endpoint management., • Experienced in managing ITSM and ticketing platforms such as Freshservice, ServiceNow, or Zendesk., • Exceptional interpersonal and communication skills, with a focus on teamwork and a service-oriented approach., • Capable of leading while also providing hands-on support when necessary., • Familiarity with Intune, Azure AD, VPN technologies, and Microsoft Teams/SharePoint support is preferred., • Understanding of ITIL-based service delivery practices is preferred., • Relevant certifications such as ITIL Foundation, CompTIA A+/Network+, or Microsoft certifications are preferred., • Must have the integrity, enthusiasm and willingness to represent Danforth in the most professional, positive manner. Danforth offers a competitive benefits package for eligible employees including medical, dental, vision, life, disability, paid time off, 401(k), with company match, and participation in our Employee Stock Ownership Plan (ESOP). The estimated compensation range for this role is $75,000-$85,000. This range is based on several factors, including individual education, qualifications, training, prior work experience, and work location. John W. Danforth Company is an equal opportunity employer and is committed to a workplace free from discrimination. All employees and applicants for employment will be considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Description Robert Half Permanent Placement is partnering with a Manufacturing & Distribution company in Tonawanda, NY on their search for an Office and Dispatch Manager to join their team. Starting salary is $55,000 - $65,000 based on experience and includes a comprehensive total benefits package. Our great partner is going through a tremendous growth period and has been around since the 1950s! The ideal candidate will bring both proven leadership skills and developed office management experience. Please note: this is a variable shift position. First 90 days will be in office 8-4 M-F. After 90 days, you will be in-office 3 weekdays of your choosing. The other two days will be remote on the weekends, working approximately 5 hours each day, most likely 7AM - 12PM. This may go to one weekend day in the future as the hope is to hire two people! Responsibilities include but not limited to: • Operational Oversight: Manage day-to-day office activities including scheduling, documentation, reporting, and coordination to support production and distribution goals, • Team Leadership: Supervise, train, and mentor office staff to promote accountability, performance, and teamwork, • Customer Service: Serve as a point of contact for escalated issues ensuring prompt and professional resolution for both internal and external stakeholders, • Compliance & Safety: Ensure office operations align with company policies, industry standards, and compliance requirements, • Continuous Improvement: Identify and implement process improvements to streamline administrative workflows, improve communication, and enhance efficiency, • Cross-Functional Collaboration: Partner with operations, warehouse, logistics, and sales teams to support scheduling, order fulfillment, and overall business objectives, • Reporting & Documentation: Maintain accurate records, generate reports, and support audits or compliance reviews when required, • Proven experience in office management with a preference for manufacturing, distribution, or logistics, • Strong organizational, leadership, and communication skills, • Ability to manage multiple priorities in a fast-paced environment, • Proficiency with Microsoft Office Suite (Excel, Word, Outlook); experience with ERP is a big plus!, • Knowledge of compliance and safety practices in a manufacturing/distribution setting preferred

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