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Topgolf Technology Support Center Manager (2nd shift, servicenow, ITIL) in Dallas Office, Texas

Overview

A Technology Support Manager will oversee timely delivery of quality technical support service to internal Associates and Topgolf venues. This role will manage the performance of the Tier 1 and Tier 2 services and support to Topgolf venues and Dallas Office with a hands-on approach to ensure that service levels are achieved for the shift assigned.

This position will work four ten hour shifts with a primary focus on leadership during the 2nd shift hours.

Key Responsibilities

  • Responsible for creating a positive customer support expereince. Oversee 100% of the requests, incidents, and problems submitted to Topgolf Support Center.

  • Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.

  • Train, coach, and mentor Tier 1 and Tier 2 Support Technicians including Career Development. Conduct performance reviews for direct reports.

  • Provide data and reporting of peformance trends to senior team members and management.

  • Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture of the Topgolf Support Center.

  • Recruit, Interview, and hire key candidates that fits the culture of the Topgolf Support team.

  • Effectively deliver key messages and updates to all levels of executives and venue leadership on a regular basis, taking full ownership of the TI Support communication.

Key Qualifications

  • High School Diploma or GED required

  • IT Certifications preferred

  • 3 or more years of experience in an IT Service Desk supervisor or Management role

  • Previous work experience working in the IT field preferred

  • Must be flexible to work a range of different work schedules

  • Leadership, conflict management, and negotiaton skills

  • Understanding of ITIL processes

  • Ability to establish credibility with technology stakeholders and become a trusted partner

  • Strong Customer focus

  • Aptitude to evaluate and become proficient in new technologies, process, and skills

  • Working knowledge supporting Windows Desktop OS, Mac OS, computer terminalogy, related hardware and peripherals

  • Working knowledge of Technology network concepts such as routers, switches, TCPIP, DNS, and DHCP.

  • Working knowledge of Food and Beverage Point of Sale software and systems.

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Job Locations US-TX-Dallas Office

ID 2020-14014

Position Type Salary

# of Openings 1

Address 8750 North Central Expressway

Category Information Technology

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