Job Description
Technical Support Services Project Manager Job ID 130097 Posted 27-Jul-2023 Service line Advisory Segment Role type Full-time Areas of Interest Customer Service, Digital & Technology/Information Technology, Project Management Location(s) Remote – US – Remote – US – United States of America Job Summary Responsible for managing a team fulfilling technical support services and special projects. Exemplary leadership, customer service, critical thinking and problem-solving skills, as well as the ability to prioritize are keys to success in this position. The nature of the position also requires an ability to communicate clearly on a variety of different levels, both externally and internally. Oversees and, at times, mentors the work conducted by the Associate Project Manager as part of the overall collaboration of efforts in support of client service results. Essential Duties and Responsibilities Maintain an enterprise view of service delivery. Monitor, mentor and lead… through influence the various teams supporting the work of the technical service desks. Handles multiple services simultaneously, while also serving as the main point of contact on some client projects. Provide direction and make quick judgment calls in accordance with the best interests of the business and in alignment with client expectations. Mentor and run performance and provide leadership to the team processing support requests to maintain a 95% (or higher) Service Level Agreement compliance. Ensure standard operating procedures are maintained and communicate any changes to the support desk teams, across multiple time zones or “shifts.” Serve as client facing business representative and point of escalation for business critical or multi-layered issues to ensure they are handled in a consistent, urgent and professional manner. Participate in the selection of applicants for open positions within the team as needed (staffing, hiring, talent planning, team training). Identify operational improvements to enhance quality and reduce ongoing support costs and effort. Identify initiatives that are out of scope, resolve requirements, define scope and provide detailed preliminary and final cost estimates and budgets. Track project costs and provide detailed status reports on a recurring basis. Provide reporting of key business metrics for productivity tracking and client business reviews. Handles project scope, monitors project progress and performance, and provides status reports to Account Managers as the need arises. Performs other duties as assigned. Supervisory Responsibilities No formal supervisory responsibilities in this role. May provide informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project. Qualifications Strong bias toward action and performance; shown success in delivering against expectations and objectives. Shown success mentoring, training and leading teams to desired business outcomes. Strong relationship building and client management skills with the ability to anticipate and understand the emerging needs of clients. Self- managed and enjoys ‘working out loud’ in a collaborative fashion with others on the team. Proven track record to work in highly dynamic, fast paced environment across organization and geographies across cultures and time zones. Strong presentation, verbal and written communication skills. Ability to establish and maintain effective relationships with coworkers, direct reports, and customers to gain their trust and respect. Experience of leading by example and instilling strong client focus throughout the organization Shown ability to handle complex issues, delivering on time and within budget. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. Education and Experience Bachelor’s Degree from an accredited college or university and/or minimum of five years of experience in related field. Minimum of 2 to 5 years of experience required. Team management and Account/Customer Management experience preferred. Communication Skills Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Consultative and curious attitude with the ability to handle ambiguity and ask solution-minded questions. Financial Knowledge Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis. Reasoning Ability Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills. Skills and Abilities Sophisticated proficiency in Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook. Preferred: Shown experience running technical support teams, consulting, or service programs. SharePoint experience. Scope of Responsibility Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Leads several smaller services or single large efforts on own, with consultation and reporting to Sr. Director. Errors in judgment may cause long-term impact to business unit by damaging client trust and other reputational damage, and direct financial damage through re-work and re-do initiatives necessary to resolve early stage errors. CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada). NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans#J-18808-Ljbffr