IT Manager

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