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Technical Services Manager
Boca Raton, FLTechnical Services Manager
Responsible for staffing and managing the Service Desk Team, and the Support Engineers while ensuring appropriate customer support service levels are met. The Technical Services Manager will have to stay abreast of new technologies and methods for addressing staffing and scheduling as well as creating and building a foundation of procedures for delivering excellent customer care. In this role, the Manager will report on Service Desk performance to upper management, manage special projects and provide escalation support to clients for issues. The Technical Services Manager is responsible for the Managed Services practice which means they own customer relationships as it pertains to their services, performing Monthly and Quarterly business reviews and ensuring that monthly reports are delivered on time.
Responsibilities
Responsible for staffing and managing the Service Desk Team, and the Support Engineers while ensuring appropriate customer support service levels are met. The Technical Services Manager will have to stay abreast of new technologies and methods for addressing staffing and scheduling as well as creating and building a foundation of procedures for delivering excellent customer care. In this role, the Manager will report on Service Desk performance to upper management, manage special projects and provide escalation support to clients for issues. The Technical Services Manager is responsible for the Managed Services practice which means they own customer relationships as it pertains to their services, performing Monthly and Quarterly business reviews and ensuring that monthly reports are delivered on time.
Responsibilities
- Proactive customer engagement, including defining, planning, and managing phased and ongoing initiatives that advance customer technology priorities
- Lead and drive accountability within the support organization comprised of full-time employees and outsourced resources to deliver outstanding customer experience
- Ensure that staffing and skill levels are maintained throughout operational hours by managing shift schedules etc.
- Proactively manage team and processes to ensure Service Level Agreements (SLAs) are achieved; develop solutions to improve this as needed
- Act as a player/coach to the Support organization and handle escalations when needed
- Producing statistics and management reports on Service performance to the leadership team
- Assist in Identifying processes, systems and technology improvements needed to deliver exceptional service to our clients
- Create and promote a highly energized, collaborative, growth and inclusive culture for our Customers and Support team
- Assist with the preparation and administration of departmental budget, plans and metrics
- Lead a team of engineers/supervisors across NOC type operational functions - backlog tickets, critical issues, career growth, training, proactive functions, productivity, knowledge base
- Occasionally field and respond to requests for support from customers, and serve in an on-call capacity outside of regular business hours
- Strong people skills, business acumen, strategic insight and in-depth experience in technical Incident and Problem Management
- You should have experience with the following technologies:
- Cisco Networking
- VMware
- Cloud Environments, preferably Azure
- Windows operating systems
- Excellent customer interaction skills
- Ability to perform current work and assist the other team members with theirs
- This position will involve an on-call schedule, providing after-hours support as necessary
- Possess a college degree or equivalent technical and/or leadership experience
- 5+ years of related experience in a leadership role
- 5+ years project or program management required
- Cisco Network Certification
- VMware Certification
- Azure Cloud Certification
- ITIL v3
Laurie Roth
President/Sr. Consultant
DSN-IT
561-923-9505
lr@dsn-it.com
President/Sr. Consultant
DSN-IT
561-923-9505
lr@dsn-it.com
www.dsn-it.com
https://www.linkedin.com/in/laurie-jane-roth-084769/