I.T. Support Center Manager

****This is a full-time role for one of our clients! Base plus bonus and benefits!

• As I.T. Support Center Manager, you will be responsible for the overall support and management of multiple managed services customers.

• This individual's principal goals are to ensure that IT solutions and methodologies allow for effective and efficient management of the information technology that supports our clients.

• This position will also be responsible for the process creation, management, and ownership of the day-to-day support of our managed services customers.

• Will coordinate the service delivery team to ensure policies and plans are implemented to achieve policy objectives with an extremely high level of customer service.

Responsibilities:

• Responsible for overseeing maintaining and sustaining productive relationships with managed services customers.
• Responsible for the overall delivery of managed services offerings to our customer base including attaining all SLA levels and driving an elevated customer experience.
• Buildout of support organization to achieve business unit revenue and profitability goals, including appropriate resource distribution levels across support tiers.
• Technical experience to interact competently with customers, evaluate quality of team member issue resolution suggestions and assess productivity tools for use by the team.
• Development of customer support team training plans to ensure competency in supported technologies.
• Oversees both the onsite and remote support of managed services customers.
• Delivers high quality and timely responses to all support interactions.
• Communicates during large scale IT outages for managed customers.
• Work with other team leaders to evaluate incremental services offerings and technology solutions required to deliver those solutions.
• Oversees the cybersecurity posture of organizations which includes patching, backups, and cybersecurity best practices.
• Measures and reports on all Service Level requirements and KPI’s of the team.
• Involvement in license procurement in support of the service delivery team.
• Documents and enforces all IT policies and procedures for the Support Team.
• Ensure incident, change, and problem management policies and procedures are followed.
• Customer support tools development.
• Other duties and responsibilities as assigned.

Qualifications:

• Bachelor's degree or higher in computer science or related field, OR equivalent combination of education and work experience.
• 5 years’ experience managing managed services delivery team.
• Demonstrated success scaling a managed services delivery team through significant growth.
• Good understanding and strong technical knowledge of current network and client operating systems, hardware, protocols, and standards, including Windows OS, cloud platforms such as O365 and Azure.
• Demonstrated experience in managing staff and budgeting.
• Excellent troubleshooting skills.
• Strong written and verbal communication skills.
• Ability to multitask.
• Industry expertise with enterprise infrastructure solution development.