1. Remote Center Support Manager
Overview:
The Remote Center Support Manager will direct the activities of the Remote Center Support
Team and be responsible for the facilitation of the Remote Center service strategy to all remote
center operation team members. The Remote Center Support Manager will be responsible for
developing and monitoring the Remote Center IT service quality assurance in alignment with
company guidelines and best practices. The position will require supervising and mentoring team
members to deliver a high level of customer excellence with a high degree of customer
satisfaction. Responsibilities will also include developing / training team members with the
installation, configuration, troubleshooting of personal computers, peripherals and all common
computer / communication related issues in relationship to all branch / remote users. Additional,
assisting team members with researching, implementation and documenting remote center
standards and will require communication between technical IT staff, business management and
vendors. Special emphasis will be placed on the implementation and ongoing maintenance of a
successful ITSM platform, which will integrate all areas of Service Management, including
incident / request management, asset management and change management. Travel will be
required and will manage relationships with third party vendors to provide maintenance on
equipment.
Responsibilities:
JOB DUTIES:
• Coordinate installations, configurations, upgrades and repairs of all computer-related
equipment such as personal computers, laptops, monitors and printers.
• Recommend measures to improve customer support and computer equipment
performance.
• Analyze and resolve customer support problems, or assist workers in solving those
problems
• Order and maintain appropriate inventory levels of laptops, printers, desktops, and
supplies.
• Effectively manage team members by providing leadership in order to deliver
outstanding service to internal customers.
• Handle escalated issues in accordance with company standards.
• Promote team member development by providing training, education and development
plans, goal setting and team building.
• Guide team members in the documentation of problem resolutions and document high-
level technical problems.
• Facilitate hardware deployment and replacement and assist in coordinating remote center
user relocations.

2. • Authorize corrective action on computer problem investigations.
• Conduct trend analysis on reports of equipment and/or software malfunctions.
• Communicate IT service strategy to all levels of IT and business management.
• Recommend candidates for employment or termination and conduct performance
evaluations for Remote Center Support team members.
• Work with outside vendors and contractors in coordination with internal departments to
ensure projects & service expectations are met.
• Provide support presence for company functions.
• Assist the AVP ITS End User Computing in creating strategies and defining direction for
Remote Center Support responsibilities.
OTHER IMPORTANT DUTIES:
• Assist and coordinate the installation and support of the following external IT
department’s needs - Server Support, LAN/WAN, Telecom, Desktop Engineering, etc…
• Support and maintain all the Remote Center Wire/Data Rooms.
• Manage and coordinate asset management functions including regular physical
inventories and asset disposals.
• Manage, facilitate and participate in strategic projects, which deliver and impact service
management.
• Create and communicate IT Service management policies and procedures.
• Assist with budget and strategic planning for the Remote Center Support Team.
• Provide input and be an active member of the Technology Standards Committee for the
GM Financial environment.
• Attend and participate in the Change Management process as required.
• Maintain updated knowledge on company policies and procedures.
• Maintain updated knowledge on computer hardware and software.
REPORTING RELATIONSHIP:
Reports to: AVP ITS End-User Computing
Direct Reports: Remote Center Support Technician I, II and Team Lead
Qualifications:
Knowledge:
• Expert working knowledge of desktop / laptop, hardware and software support with an
emphasis on solving problems associated with remote users.
• Expert working knowledge of operating systems and applications such as AS/400,
Windows, MS-Office suite, technical utilities and proprietary vendor software.
• Expert understanding of ITSM service management platform tools required to deliver
exceptional IT service to all business units.
• Advanced working knowledge of switches, switching technologies, routers and routing
protocols.

3. • Advanced working knowledge of IT service delivery and company’s best practices.
• ITIL frameworks
Skills:
• Ability to demonstrate leadership qualities by coaching, influencing and motivating team
members.
• Ability to analyze and solve complex problems and make sound decisions.
• Excellent customer service and advanced strategy development skills.
• Excellent interpersonal skills, verbal / written communication skills.
• Ability to prioritize and complete task in an accurate and timely manner.
• Ability to foster an environment that is team oriented.
• Ability to use technical / functional expertise to explain manuals pertaining to operations
of computer equipment and software to team members.
• Foster open and clear communication between direct reports, peers and team members in
the business and IT.
Experience:
• Bachelor degree in business, information systems or computer science preferred or
equivalent work experience.
• 5+ years of prior experience in customer service or desktop support in a call center
environment preferred.
• 5+ years in Level II / Tier II hardware / software experience preferred.
• Previous supervisory experience a plus.
WORK CONDITION:
• Office environment
• Travel required
• Stressful situations
• Work a flexible schedule with the possibility of long hours
Job Grade: E.E12