L2 Support Manager Jobs in Carrollton, TX at Veritiv Corporation

Title: L2 Support Manager

Company: Veritiv Corporation

Location: Carrollton, TX

Salary: $200K – $250K*

Category: Business Services

Job Summary:

This manager will implement departmental plans and prioritize work in this teams to meet demand driven by the business and ensure that support goals are met. The manager will ensure that the L2 Support team manages support Incidents and requests using best practices.

Key Accountabilities:

Primary Responsibilities:

In coordination with the ITIL Process Manager implements processes to continually improve the functions of the L2 Support team to provide superior support to the organization.

Works with Service Desk Manager to provide support and training of Service Desk staff.

Will ensure that the team creates Knowledge Articles to allow First Call Resolution at the Service Desk.

Implements departmental plans and prioritizes to meet demand.

Leads engagement initiatives.

Manages employee performance through planning, establishing expectations, encouraging, promoting quality and continuous improvement and providing performance feedback.

Provides coaching and mentoring to employees.

Responsible for the performance and results of a team.

Has superior Customer Service attitude and capabilities.

Can determine appropriate solutions and actions by exercising judgment within defined procedures and practices.

Proficient in all phases of technical analysis, development and implementation of moderately complex systems.

Resolves issues of medium complexity; applying strong analytical and problem solving skills.

Qualifications / Knowledge &Experience:


Bachelor’s degree in Computer Science/Information Systems, other related field or equivalent work experience.

Typically has 10-12 years of IT work experience


5 to 7 years experience in a leadership role.

Demonstrated experience in planning and managing IT projects

Proven ability to interact effectively and diplomatically throughout all levels of associates and with those from diverse cultural backgrounds

About Veritiv Corporation

Veritiv Corporation is an American paper, fulfillment and logistics provider. It was formed in 2014 as the result of a merger between International Papers xpedx and Unisource Worldwide. It has approximately 8,800 employees with around 180 distribution centers worldwide, and it is headquartered in Atlanta, Georgia.