Important: This position requires working Sunday through Thursday, starting at 6am EST on those days. So please only apply if you can work those days/hours long-term and possess all the core qualifications required of this position.

Who We Are

Enstoa is a global thought and practice leader in the digital transformation of managing construction and facilities for health care, natural resources, real estate, and public infrastructure. According to the G20-backed Global Infrastructure Hub, the world needs $94 trillion spent on infrastructure by 2040. This demand with constraints like a labor crunch and increased regulatory requirements are creating massive challenges for company executives. These forces are inspiring many to take a fresh look at how the built environment is developed and operated.

Enstoa gets it and has achieved something rare. As the only company that focuses exclusively on accelerated digital transformation for the built environment, Enstoa introduces entirely new ways of working—ways that can eliminate time and cost from the process. Ways that empower the people who create and maintain the built environment to spend less time chasing down information and more time using it. Enstoa's success is based on use of multidisciplinary project teams which combine built-environment subject matter expertise together with expertise in organizational change, system implementation, integration, data modelling, data analysis and AI/ML.

Join Enstoa, make impact…

Who You Are

You are a technical manager who has had several years' experience providing customer support on PMIS applications then transitioned into managing a team of technical support resources. You have managed technical support for several years now and are excited to work with a growing global team. You are confident in your technical and management skills and have a proven track record communicating with clients and internal personnel in a clear, succinct and courteous manner. You are a strong team player and provide solid results with little oversight needed.

What You'll Do

You will report to the Vice President of Corporate Operations and manage a global team of technical resources. These resources provide technical support to a variety of customers worldwide, on a variety of PMIS applications. You will onboard new resources, manage schedules to ensure ongoing customer coverage, manage team members' quarterly/annual goals, mentor them on customer communications and ticket etiquette, help resolve customer and team issues and ensure tickets are handled timely. You will work closely with the technical manager of the integrations/analytics team since most of our customers need both product and integration support. As such, you will be the primary customer liaison for a group of customers, and the backup customer liaison for the other customers, teaming up with the other technical manager. You will coordinate with other customer operations teams to lend resources as mentors and trainers for junior resources.

Responsibilities:

• Working Hours/ Days: Sunday - Thursday, starting at 6am EST.
• Manage the daily activities of a global team of technical PMIS resources
• Work closely with other customer operations team managers to share and coordinate resources, ensuring overall client coverage and satisfaction
• Be the primary customer liaison on a group of customers, and the backup customer liaison on all other customers
• Work with team members on quarterly/annual goals, providing guidance and mentoring to help them successfully achieve their short and long-term goals
• Ensure tickets are filled out properly and handled timely
• Provide reports and statistics to the VP, showing key KPIs and performance measurements
• Provide guidance and support to team members to meet and exceed KPIs and performance measures
• Help the team work on tickets as needed
• Escalating potential issues to the VP, providing clear history and suggested resolutions
• Perform other duties as required and assigned by the VP
• Bring your expertise, knowledge, and unique point of view and share it with your Enstoa team

Core Qualifications:

• 2-3 years' experience performing technical support of a PMIS application, preferably Primavera Unifier
• 2-3 years' proven track record in managing a team of technical resources
• Phenomenal organizational, communication, presentation, and facilitation skills
• Strong multi-tasking and project management skills
• Proficient in Microsoft Office Suite
• Goal-oriented, self-directed and motivated, requiring very little oversight and direction
• Dynamic, positive personality, comfortable working in an ever changing, fluid environment, motivating and uplifting your team
• Bachelor's degree in business, technology, education or relevant field
• Proficiency in English, both spoken and written

Benefits and Perks:

At Enstoa, we strive to constantly improve our processes and work environment. We value collaboration, teamwork, and positive working relationships. We cultivate talent within our organization and we want your career to grow and thrive here! Some of the benefits and perks we offer include:

• Competitive Pay including Stock Options
• Generous PTO and Sick Day Policies
• Flexible Work Environment and Telecommuting Options
• Opportunities for Training, Career Development, Continuing Education and Professional Certifications