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Technical Account Manager

Location: 

Oklahoma City, OK, US, 73120

Req ID: 162381 

 

     BASIC PURPOSE: The Technical Account Manager is primarily tasked with improving operations on the Technology Delivery team.  The ideal candidate will be highly skilled in providing a pleasant customer service experience, an excellent oral and written communicator, possess excellent analytical and organizational skills and demonstrate utmost professionalism. This position requires extensive teamwork and communication on a daily basis. The TAM among other things,  is responsible for the overall growth, quality, and satisfaction of the customer’s services relationship. The Technical Account Manager is also responsible for coordinating and managing projects and special assignments that require work across teams or departments.

 

MAJOR RESPONSIBILITIES:

  • Conduct analysis of current tickets, volume, trends and age on a regular basis with reporting to a larger audience.
  • Make consistent improvements to current queue management systems and dashboards and drive communication with manager to drive change across the team.
  • Collaborate with other Managers to produce meaningful metrics for the Technology Delivery team.
  • Coordinate the effort to produce quarterly metrics for the Infrastructure team as requested.
  • Utilize metrics to identify areas for improvement and utilize Lean Six Sigma principles to optimize processes.
  • Organize plans for optimizing processes and resolving problems working alongside other members of the Technology Delivery team.
  • Perform follow-up on improvements to ensure accountability and operationalize improvements.
  • Familiarity with project management processes and execution to work as project manager for various projects as assigned; managing multiple projects and stakeholders.
  • Serves as point of contact and communications lead for Corporate Technology Services with oversight and direction from management on large initiatives.
  • Develop and execute roadmaps and timelines for each project; provide weekly status updates at team meetings and to management for Infrastructure meetings.
  • Work alongside Business Analysts/Project Managers to establish integration points with other systems.
  • Create and modify the Incident Management system and Service Level Agreements to improve efficiency of ticket entry and ensure that tickets are categorized appropriately.
  • Identify gaps and abilities to execute SLAs.
  • Receive and respond to incoming calls, and/or e-mails regarding potential issues with the Incident Management system.
  • Receive and respond to after hour calls, pages and/or e-mails regarding the Incident Management system.
  • Act as Corporate IT Support’s Concierge, collaborating with the help desk and Tech Stops.
  • Other duties assigned as needed.

 

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

  • Education:
    • REQUIRED: HS Diploma or equivalent required
    • PREFERRED: Bachelor’s Degree in the field of Computer Science, Management of Information Systems, Engineering or equivalent OR Associate’s Degree in the field of Computer Science/Management of Information Systems with 3 years of IT customer service experience OR 5 years of IT customer service experience
  • Experience:
    • REQUIRED: 2 years in a customer facing IT support role
    • PREFERRED: Previous experience in a 24x7x365 IT Operations environment
    • PREFERRED: ITIL familiarity and experience with Incident Management procedures

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SKILLS AND PHYSICAL DEMANDS:

  • Skills:
    • IT industry background, ideally within service delivery experience in client facing role; Strong service delivery, time, project and priority management skills; Able to plan for and rise to a range of project and customer challenges; Experienced in IT operations and technical infrastructure
    • Hard Skills: Technical knowledge of desktop/laptop computers, , Windows 10, and the Microsoft Office Suite and Office 365 Cloud Offerings; ability to read and understand technical manuals, procedural documentation and OEM guides; technical writing ability to document problems and produce requirements; ability to break down complex problems into manageable tasks.
    • Soft Skills: Strong customer service orientation; effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under little supervision; experience working in a team-oriented, collaborative environment; Demonstrated ability to read and write fluently in English.
  • Typical Physical Demands:
    • On-call availability as needed.
    • Requires prolonged sitting, some bending and stooping.
    • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
    • Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
    • Requires normal range of hearing and vision.

Job Function(s): Information Technology 

 

Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

  • Gemini Motor Transport, one of the industry’s safest trucking fleets
  • Speedco, the light mechanical and trucking service specialists
  • Musket, a rapidly growing, Houston-based commodities supplier and trader
  • Trillium, a Houston-based alternative fuels expert

 

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

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