Line Manager: Development Operations Director (DOD) / Assistant Director (DOAD)
Description: Leading the User Support team to offer technical assistance to the IVAO Community.
User Support (USx) responsibilities and duties:
- Act as the first point of contact for members of the IVAO community seeking assistance with technical issues on any software, systems or infrastructure developed or maintained by IVAO this includes; Software, MTL Library, Websites (Legacy and 2.0)
- Troubleshoot technical issues through diagnostic processes and communication with members of the community through IVAO supported platforms such as, but not limited to, IVAO Family Discord and Email.
- Use technical knowledge or liaison with IVAO software developers to determine and provide a solution to the
cause of the member’s technical issue.
- Compile a bug report using Service Desk for GitLab where the issue is deemed to be with our software and provide the member with a means to monitor the bug related to their issue.
- Periodically review the feedback system to transfer feature requests which exceed the threshold of community support to the relevant team within Development Operations for implementation.
- Ensure, in coordination with the Documentation Team, that any Frequently Asked Questions (FAQs) or current manuals related to supported software are maintained to also include common queries/ questions.
User Support Manager (USM) responsibilities and duties:
- Liaise with other Team Leaders within the Development Operations Department to ensure an efficient experience for IVAO members where necessary.
- Coordinate the need for additional members of the User Support team with your Line Manager.
- Receive, sift and interview candidates for the role of User Support (USx).
- Monitor the performance and activity of current User Support team members.
- Create dialog with ineffective members of the User Support team to discuss their inactivity.
- Coordinate the removal of a User Support team member where they have not positively adjusted to written communication from you with your Line Manager(s).
- Provide regular updates to your Line Manager(s) with activity and statistical reports regarding support.
- Communicate ideas or new possibilities to your Line Manager(s) where IVAO can offer a better or streamlined experience to its members.
- Attend, as necessary, Development Operations meetings as a representative of the User Support team.
CONTACT ME