IT Manager
Hyve Solutions · Las Vegas, NV · Today
Information TechnologyFull-time
Responsibilities
- Oversee team of Technical Support Engineers
- Manage overall service levels
- Ongoing professional development
- Maintain detailed records of performance and accuracy
- Develop support strategy across a mix of vendors
- Drive the overall strategies of the technical support group
- Collaborate with internal/external customers and vendor partners
- Manage engineering team to achieve SLAs
- Monitor activity in the Technical Support queues
- Coordinate custom service delivery for key customers
- Maintain records of engineer certifications
- Facilitate demonstrations and proof-of-concepts for customers
- Deliver training program for technical certifications
- Manage multiple supervisory staff and individual contributors
- Conduct annual team improvement planning and coaching sessions
- Facilitate ongoing enhancements to the proprietary ticketing system
- Provide monthly reporting of team performance
- Develop and oversee demonstration and proof-of-concept processes
- Develop training program for reseller engineers
Requirements
- Bachelor’s degree in Computer Science/Information Technology or equivalent experience
- Familiarity with client devices, server and storage based technology, combined with network and security technologies
- Demonstrated business communication skills, including verbal & written communication, effective phone communication, and presentation skills
- Ability to multi-task and work on multiple projects concurrently
- Analytical and detail-oriented
- Ability to work in a dynamic work environment
- Apply quality principles to work performed
- Maintain high ethical standards and integrity