IT Customer Experience Manager

Kaman Aerospace Corporation - Bloomfield, CT

Full-time - Mid Level

Onsite - Bloomfield, CT

Transportation Equipment Manufacturing

About the position

The IT Customer Experience Manager at Kaman Aerospace Corporation is a pivotal role that combines leadership with hands-on management of the IT Customer Experience team. This position is responsible for overseeing the day-to-day operations related to IT client devices, mobility, and service activities. The manager will ensure that the team provides exceptional support experiences, demonstrating end-to-end ownership of care for both customers and colleagues. The role requires the development and management of both short-term and long-term customer support strategies, ensuring that the IT services align with the needs of the business and its stakeholders. In this capacity, the IT Customer Experience Manager will serve as a Tier 3 escalation point for all IT customer relations matters, responding to real-time customer requests for support. The manager will champion continuous improvement efforts within the team, providing leadership and relevant analytics to support strategic initiatives. This includes maintaining and publishing performance reports that track customer responsiveness, ticket volumes, and average time to resolution. The manager will work closely with business stakeholders to ensure the quality and timeliness of support, addressing any concerns that arise. 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 also be responsible for ensuring the accuracy and accessibility of IT client device and ticket data in the systems used by the organization. The position requires effective cross-team collaboration with other IT groups, ensuring smooth hand-offs and organizing problem resolution meetings to follow up on customer issues. The IT Customer Experience Manager will also play a key role in managing the client device value stream during merger, acquisition, and divestiture activities, maintaining high levels of cooperation and support with both domestic and international IT teams and 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 Mgt 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

• 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.
• 8+ years IT management, including supervisory experience.
• Bachelor's degree or equivalent business experience.