Manager-Tablet Support

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

https://vimeo.com/391578629/5ba31cc5e9

THIS ROLE WILL REQUIRE 25-30% TRAVEL* *THIS PERSON MUST LIVE IN TEXAS*

Job Purpose

The role of the Tablet Support Manager (TSM) is to develop, manage, and oversee a team of Tablet Support Supervisors and Tablet Administrators. This position is responsible for all aspects contained within a region and contract specific services to meet the company’s business objectives, create loyal customers, and manages costs. Serves as the business owner of the Tablet User experience and all operational functions.

Essential Duties

Directs and oversees all aspects of the On-Site Tablet Support Team including establishing guidelines, objectives, and initiatives to deliver results. Drives department efficiencies through productivity and continual process improvement by utilizing operational analytics that focus on business process improvements. Primary representative between on-site facility personnel, Account Management & other Securus personnelAssist, monitor, and/or issue escalations as needed with other internal departments. Maintain a high level of client satisfaction through outstanding customer service and support. Required to attend regional meetings as designated by facility leadershipOversee rollout of services users and facilities to align both parties’ interestsManage down-stream distribution of tablets and accessories to approved usersUnderstanding & gauging loyalty levels, create strategic plans as needed (define problems, define success criteria, create corrective action plans, and update internal and external customers). Ensure proper training and operational readiness is being developed, implemented, and supported for Supervisors and On-Site Tablet Administrators in all areas of discipline, including, but not limited to, their communication with the facility personnel and consumers, written and/or verbal, inter-departmental relationship building, and/or technical abilities. Ensures acceptable levels of performance by staff. This task involves a high degree of technical knowledge and effective management procedures within the On-Site Tablet Support Team. Lead process improvement to reduce risk, increase efficiency, lower cost and improve performance. Management duties include the selection, hiring, evaluating, and leading Supervisors and On-Site Tablet team members performance. Provide daily, weekly, monthly status reporting on individual and departmental performance. Responsible for managing, planning, and directing On-Site Tablet Support functions to achieve customer service objectives by ensuring quality control of service delivery. Responsible for the development and implementation of performance objectives, as well as the leading key performance indicators (KPI) to ensure departmental and company success. Clearly sets expectations for the On-Site Tablet Support team by effectively communicating key initiatives, measures of success, and strategic vision of the company with regular feedbackOversee the teams responsible to research issues reported by Agency staff members with the purpose of achieving resolution or escalation to the appropriate departmentPromote development of strong, cooperative relationships with other departments to create synergy between the teams and improve cross departmental processesUnderstanding systems, training, and support needs for assigned client base & referring them to our Account Manager and internal Customer Training as needed. Performs other duties as assigned.

Knowledge, Skills, And Abilities

Leader with strong organizational and interpersonal skills in a managerial roleStrong analytical, organizational, planning, interpersonal, presentation, written and verbal communication skillsFinancial acumen with the ability to develop and manage departmental budgetsAble to drive metrics to improve performanceLeader with strong organizational and interpersonal skills in a managerial roleBusiness acumen with the ability to balance customer requirements with business objectivesComputing and Business Tool experience (Word, Excel, Power point, etc...)Ability to travel throughout the assigned region as neededStrong Operational experience – Structured, process oriented, and data driven. Ability to work with other departments in resolving customer issues and problems. Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts as well as negative feelings of products. Proven ability to manage multiple projects at a time while paying strict attention to detailHigh degree of problem solving, conflict resolutions, and negotiation skills for both external and internal customersDemonstrated ability to communicate, present and influence effectively at all levels of the organization, including executive and C-levelMust be able to work in a fast-paced environment where problem resolution times are measured in hours. Ability to identify, prioritize and respond to multiple and conflicting tasks. Ability to quickly adapt to changeMust exhibit all the company’s cultural attributes

Minimum Qualifications

Bachelor’s Degree or GEDAbility to work well in an energized, fast paced, entrepreneurial, and collaborative environment5+ years managing staff/teamsProficient in Microsoft Office

Preferred Qualifications

Relevant work experience in a technology or telecommunications industry or related field of studyPrevious Experience within correctional facilities7+ years of Supervisory and Management experience5+ years of Operations Management experience in Telecom, Inmate Systems, and/or management of technology products. Experience in managing medium, distributed, cross-cultural remote teams

Physical Requirements

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping, and manipulating tools, typing, using peripheral computer tools.

Salary and Benefits

At Aventiv Technologies, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

$73,120.67-$83,357.57/year (depending upon experience)Health Insurance401(k)DisabilityLife InsurancePaid Time OffVoluntary Benefits

Aventiv Privacy Policy

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Equal Employment Policy

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.