Position:        Assistant Manager of Technical Support 

Location:                      Redmond, WA FLSA:      Exempt

Salary:           $120,000 - $128,000

SUMMARY

The Assistant Manager of Technical Support key responsibilities are supervising the technical implementation of access control and managing the Access Management Technology team. They direct the day-to-day operations of the Technology team, including all hardware and software maintenance and act as a vendor liaison. This includes assigning and distributing project assignments, overseeing and enforcing all policies and procedures, and providing continuity and accuracy in administration of the program. They ensure their team provides technical support, including troubleshooting equipment and software to guarantee a successful execution of core responsibilities tied to access control. This position may also involve a high amount of interaction between various business units to bring certain projects, initiatives, and/or issues to a resolved state in a timely manner. The Assistant Manager of Technical Support will also manage or assist in responding to higher level/technical requests in person or via email as assigned from the dispatcher and/or management. 

ESSENTIAL FUNCTIONS:

• Provide daily administration of the global, online access management system and related technology.

• Monitor the system and ensure the maintenance of all card system components to provide a high level of system availability and to satisfy user requirements, in accordance with the vendor maintenance agreement.

• Recognize the needs of customers, anticipate outcomes and consequences, and make modifications to achieve desired outcomes.

• Assist with managing the daily operations of the access management office.

• Oversee the process for badge holders to provide feedback. Resolve any issues quickly to ensure customer satisfaction.

• Develop, administer, and enforce access management policies and procedures.

• Analyze requests from users for system modifications, additional reports, and custom data collection.

• Provide support to the Access Management Technology Team on the resolution of Tier 1-3 requests. 

• Test and integrate new tools and processes before being released to the access management team. 

• Provide training to the internal team on new and/or existing internal tools and processes.

• Work with external teams, including Lenel Systems Support, and client teams to resolve any access control issues identified or reported.

• Monitor various email inboxes, and a ticket queue, to quickly identify and resolve issues.

• Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly on SharePoint. 

• Run, export, and extrapolate data for monthly reports for the client business groups.

• Explore and adopt changing technology in preparation for, and to accommodate evolving company needs.

KEY COMPETENCIES

• Ability to learn new technically involved tasks as needed.

• Ability to identify key issues and escalate as needed.

• Ability to work in a team environment and able to complete tasks in a timely manner.

• Ability to work with external teams in a professional and courteous manner.

• Ability to work independently with little to no supervision.

• Positive customer service experience with strong listening skills and patience.

• Able to work in a fast-paced environment while effectively making decisions.

• Proficient problem solving, analysis, and research skills.

• Ability to work professionally and productively with others

• High attention to detail and well-developed organizational skills.

• Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.

MINIMUM HIRING STANDARDS

• Must be at least 18 years of age.

• Must have a reliable means of communication.

• Must have a reliable means of transportation (public or private).

• Must have the legal right to work in the United States.

• Must have the ability to speak, read, and write English.

• Must have a High School Diploma or GED.

• Must be willing to participate in the Company’s pre-employment screening process, including drug screen and background investigation.

   

EDUCATION AND EXPERIENCE[DH1] [TI2] 

• Bachelor’s degree in Information Technology, Computer Science, Security Systems Management or related field. An equivalent combination of education, certifications, and/or experience may be considered in lieu of a degree. 

• Experience with Lenel OnGuard Access Control Systems, including configuration and troubleshooting,[DH3] [TI4]  is required.

• 2+ years in team management, supervision, or leadership roles. 

• Proficiency in Microsoft Suite including Teams, SharePoint, Microsoft Outlook, Word, Excel required.

• Experience in Project Management. 

• Experience with Right Crowd Visitor Management is preferred.

• Experience with Microsoft Power Apps is preferred. 

WORKING CONDITIONS AND PHYSICAL/MENTAL DEMANDS

With or without reasonable accommodation, the candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:

• May be required to occasionally work nights or weekends to support global or emergent issues. 

• Maintain composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations.

• Required ability to handle multiple tasks concurrently.

• Computer usage, which may include prolonged periods of data analysis.

• Handling and being exposed to sensitive and confidential information.

• Occasional lifting and/or moving up to 10 pounds, and occasionally 25 pounds.

Securitas is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, pregnancy, genetic information, disability, status as a protected veteran, or any other applicable legally protected characteristic.

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