We are currently seeking a Regional Service Manager that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting a key client for our program in Linthicum Heights, MD .

Specific responsibilities include but are not limited to :

Communicate with all parties in a constructive manner to guarantee customer expectations are met

Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary

Perform customer follow-up to verify final resolution and determine satisfaction level

Interface with appropriate technical personnel for customer problems that cannot be resolved effectively

Drive problem investigations and resolution as required

Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production

Provide training to introduce technology to employees

Works a flexible schedule, including evenings or weekends as needed

Required Skills and Qualifications

Documented experience with inspecting, maintenance, troubleshooting and configuring hardware/software (SmartBoards, AV, Multi-Function Devices, Analog and Digital Phone Systems, Internet Circuits, and other various systems)

A minimum of 6 years of professional ITSM or management experience - preferred

Must be able to professionally interface with external service providers when repairs/maintenance is required by their technicians

Knowledge of Building Industry Consulting Services International (BICSI) standards for cable management

Strong foundation of fundamental network concepts and proven ability to troubleshoot both wireless and wired network connections

Demonstrated ability to prioritize tasks, including independently completing service requests and other responsibilities with minimal supervision

Strong technical communication abilities including those that involve external entities, such as specialized technical support, and providing simplified communication to employees

Excellent interpersonal, communication, and organizational skills

Self-motivated, demonstrates the ability to learn new skills, and excels under pressure

Soft Skills

Experience in working in an education-related organization desired

Excellent verbal and written communication skills

Able to function effectively in a high paced environment

Able to understand the perspective of the client in all service interactions

Ability to lift at least 20 lbs to perform common tasks related to the position

Ability to crawl under desks and equipment and utilize ladders to install, repair, configure, or maintain equipment as needed.

Ability to use common hand and power tools to install, repair, configure, or maintain equipment as needed.

Education / Certifications

Must have at least a high school diploma or GED

Bachelor’s Degree - preferred

Two or more certifications from vendors such as CompTIA, ITIL, or Microsoft - preferred

Work Authorization

Must be a US Citizen

Background & Drug Screening Conditions

Must pass a background investigation and a 10-panel drug test

Additional Perks/Benefits

Paid Time Off & Holidays

401K with Company Matching

Tuition & Training Reimbursement

Birthday off with pay

Leadership Development Training