What are the responsibilities and job description for the Customer Facing Senior Manager GW - TS/SCI Poly Required position at EMTAK LLC?
The Customer Facing Senior Manager shall have the following responsibilities:
Leadership and Team Management:
o Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
o Foster a culture of collaboration, innovation, and continuous improvement within the team.
Service Delivery Management:
o Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
o Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
Strategic Planning and Execution:
o Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
o Collaborate with stakeholders to align digital services with business objectives and technological advancements.
Technical Expertise and Solution Design:
o Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
o Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
Customer Relationship Management:
o Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
o Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
Budget and Resource Management:
o Manage financial resources, including budget planning and cost control measures.
o Optimize resource allocation to maximize operational efficiency and service delivery excellence.
Mandatory Skills:
Desired Skills:
Leadership and Team Management:
o Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
o Foster a culture of collaboration, innovation, and continuous improvement within the team.
Service Delivery Management:
o Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
o Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
Strategic Planning and Execution:
o Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
o Collaborate with stakeholders to align digital services with business objectives and technological advancements.
Technical Expertise and Solution Design:
o Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
o Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
Customer Relationship Management:
o Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
o Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
Budget and Resource Management:
o Manage financial resources, including budget planning and cost control measures.
o Optimize resource allocation to maximize operational efficiency and service delivery excellence.
Mandatory Skills:
- Ability to collaborate effectively across departments and with external stakeholders
- Customer focused and result oriented
- Demonstrated experience in team leadership, strategic planning, and project management
- Excellent communication and interpersonal skills
- Senior Level Management
- Strong analytical and problem-solving abilities, with a keen attention to detail
- Strong technical background with expertise in enterprise IT services
- No degree 25 years experience OR Bachelor's Degree (Information Technology Systems Management, IT/Computer Science, Other) 20 years experience
- CompTIA Security CE required within 6 months of start date
- TS/SCI with FS Poly
Desired Skills:
- Information Technology Infrastructure Library (ITIL) V3 knowledge
- PMP
