Regional Manager (IT Desktop Support)

Job Title: Regional Manager

Location: Blue Springs, MS / Los Angeles, CA

Job Description:

• End-User Service Delivery Management,
• IT Desktop Support Manager,
• IT Site Support Manager
• IT Field Services Support Manager

• Deliver Field Services Operations Management and IMAC/Project support in line with the recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting, etc) for a specific DSS region.
• RSM will be accountable for hiring and managing onsite resources, prioritizing workload, working with the Service Desk to drive left shift of tickets to reduce field dispatches for tickets that can be fixed remotely, Field Support operations stabilization, conducting Weekly/Monthly/Quarterly reviews for local Client management and Project Delivery team on Field Support performance, upkeep of knowledge and identify and plan Service improvement initiatives.
• Provide oversight and management of any partner Technicians in their geographical area of responsibility to ensure adherence to Primary & Secondary Named Techs and Service Level compliance.
• Provide a Local Management point of contact for the customer for project requests and planning, staffing and scheduling changes, overtime needs and escalations, reporting up to the DSS Delivery Manager.
• Strong understanding of ITIL, Service Now, continuous improvement methodologies, vendor management, SLA, and KPI management. (RSMs are more Client-facing, while Site Leads are facing internal management to manage workload and queues.)
• Overall responsibility for the creation, delivery, and accuracy of all mutually agreed required reporting and data as required, for the service desks and deskside support scope of this SOW.
• The RSM is responsible for proactively engaging on the PMI (Potential Major Incident) chat group to assist in pulling together required leads and techs at their specific locations to minimize potential downtime.
• Effectively manage regional team, including approved third parties Align with global standard processes to ensure consistent service delivery, service support, and customer experience at all sites within the region.
• Adhere to robust and agreed with MOS, certifying all defined service SLA, and KPI s are met.
• Develop and maintain excellent relationships with key customers and stakeholders.
• Take ownership of critical incidents and service failures, and coordinate with relevant stakeholders until resolution or service restoration.

ABOUT Ztek:

Website:

Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek s diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.

Ztek Consulting | Talent Matters

Ztek is a minority and woman-owned business enterprise that provides customized talent management solutions for clients.