IT Customer Experience Manager

Kaman Corporation - Bloomfield, CT

Full-time - Mid Level

Onsite - Bloomfield, CT

Transportation Equipment Manufacturing

About the position

At Kaman Corporation, the IT Customer Experience Manager plays a pivotal role in leading the IT Customer Experience team while managing and supporting the daily operations of IT client devices, mobility, and service activities. This position is designed for a working manager who is not only responsible for overseeing the team but also actively engages in the operational aspects of customer support. The IT Customer Experience Manager is expected to provide exceptional support experiences, demonstrating end-to-end ownership of care for both customers and colleagues. This role requires a strategic mindset to develop and manage both short-term and long-term customer support strategies, ensuring that the team meets the evolving needs of the organization. The IT Customer Experience Manager serves as a Tier 3 escalation point for all IT customer relations matters, responding to real-time customer requests for support within the Customer Relations space. This position champions ongoing continuous improvement efforts within the team, providing leadership and relevant analytics to support strategic initiatives, request and incident volume, and staff performance. The manager will maintain and publish performance reports that focus on customer responsiveness, ticket volumes, and average time to resolution, ensuring that the team meets its performance goals. Collaboration is key in this role, as the IT Customer Experience Manager will work directly with business stakeholders to ensure the quality and timeliness of support while addressing any support concerns. The manager will also support the Senior Manager of IT Vendor & Asset Management in building strategic relationships with corporate and business teams. Additionally, the role involves creating processes and driving execution in areas such as IT customer relations, client device break/fix, and problem escalation and resolution. The manager will ensure the accuracy and accessibility of IT client device and ticket data in the systems, manage responses to after-hours, VIP, and P1/P2 call events, and lead efforts in Client Device value stream during merger, acquisition, and divestiture activities. Overall, this position requires a high level of inter-team cooperation and support with other IT teams, both domestically and internationally, as well as with business stakeholders.

Responsibilities

• Manage staff and day-to-day operations of IT client device, mobility, and service activity.
• Provide exceptional support experience while demonstrating end-to-end ownership of care for our customers and colleagues.
• Develop and manage short-term and long-term customer support strategies.
• Serve as Tier 3 escalation point for all IT customer relations related matters.
• Respond to real time customer requests for support within the Customer Relations space.
• Champion ongoing continuous improvement efforts within the team.
• Provide leadership relevant analytics in support of strategic support initiatives, request & incident volume, and staff performance.
• Maintain and publish performance reports specific to customer responsiveness, ticket volumes, avg. time to resolution, etc.
• Work directly with business stakeholders to ensure quality and timeliness of support as well as addressing support concerns.
• Support Senior Manager IT Vendor & Asset Management in strategic relationship with Corporate and Business teams.
• Create process and drive execution in the areas of IT customer relations, client device break/fix, problem escalation and resolution.
• Ensure accuracy and accessibility of IT client device and ticket data in our systems.
• Manage response to after hours, VIP, and P1/P2 call events relevant to the activities of the Customer Experience team.
• Ensure effective cross-team collaboration with other IT groups including warm hand off, organizing problem resolution meetings, and follow-up to ensure customer issue resolution.
• Lead role in Client Device value stream efforts during merger, acquisition, and divestiture activity.
• Maintain high level of inter-team cooperation and support with other IT teams, domestic and international, and business stakeholders.
• Perform staff management duties including budgeting and financial management, hiring, scheduling and supervising employees.

Requirements

• 8+ years IT management experience, including supervisory experience.
• Bachelor's degree or equivalent business experience.
• Proven ability to work both independently with little supervision, as well as part of a team.
• Excellent writing and oral presentation skills as well as time management skills.
• High level of competency in the use of ServiceNow data reporting activities.
• Comfortable with conflict and adept at problem resolution.
• Proven experience communicating and collaborating effectively across multiple corporate entities, both in the U.S and Internationally in support of overall corporate goals.
• Ability to manage small teams and collaborate cross-functionally.
• Possess strong understanding of the role IT plays in support of client related business activity and customer support function.
• Excellent work prioritization skills in support of multiple competing requirements.
• Managing a mixed team of local and remote direct reports.
• Strong technical acumen in the areas of client hardware devices, operating systems, client interfacing applications, and break/fix activity.