Topgolf Technology Support Center Manager (2nd shift, servicenow, ITIL) in Dallas Office, Texas
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.
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.
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.
Job Locations US-TX-Dallas Office
Position Type Salary
# of Openings 1
Address 8750 North Central Expressway
Category Information Technology