KNOWLEDGE AND SKILLS

  • Demonstrated ability to interpret technology and market trends to construct technology roadmaps
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational and presentation skills
  • Previous strategic planning experience desired
  • Commitment to customer satisfaction
  • Successful managerial experience with a customer focus required
  • Understanding of support tools (i.e.: ConnectWise), techniques (i.e.: documentation), and how
  • technology is used
  • Effective Communication Skills (verbal and written)
  • IT technical knowledge to support internal and external customers
  • A wide-ranging understanding of technology solutions needed in a business environment is required.
  • Broad understanding of project management concepts desired.
  • Bachelor's degree in business administration, computer science, or IT-related field required.
  • 10+ years experience in technical service required with a minimum of 3+ years in a leadership capacity
  • Professional IT Certifications might include Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA,
  • SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

 

SERVICE TEAM LEADERSHIP

  • Inspires team to proactively support our vision
  • Provides strategic leadership to service team and development of service department
  • Promotes team cohesion between sales and service
  • Represent us within the local community as well as the technology community (i.e.: trade groups, technology trade and product shows, and industry associations [such as CompTIA])
  • Develop and oversees departmental budget to meet or exceed targeted margin goals
  • Assist in the creation of compensation plan to drive desired behaviors and goal attainment
  • Manage and implement changes in staff, processes, and procedures as necessary to meet department goals
  • Recruit, assess, and hire additional personnel as needed
  • Develop training curriculum to ensure the knowledge and skills of the service personnel are fully developed
  • Provide customized coaching for service staff to ensure correct knowledge level to support customer engagements
  • Conduct performance reviews and mentor service team members
  • Assist in career planning and development of service team members
  • Manage day-to-day activities of department and team
  • Create and maintain policies and procedures needed for effectively providing services and solutions
  • Represent service team at a leadership meeting
  • Conduct department meetings
  • Generate and review reports as needed

BUSINESS PLANNING

  • Assist in the evaluation of new technology for internal and external offerings that supports customers' needs
  • Assess and communicate risks associated with technology-related investments and purchases
  • Source, vet, and present IT partner candidates to partners to have outsourced resources identified and ready to support projects as needed
  • Collaborate with company leaders and other department managers to define, design, and deliver new services and products
  • Create and oversee the project plan to fully implement a successful IT offering
  • Keep senior leaders abreast of development and results associated with the IT sales and solutions
  • Monitor competitive landscape and proactively anticipate major technology changes to help guide our direction to maintain an advantage in the marketplace
  • In conjunction with the company, leadership develop the business plan for Information Technology offerings
  • Create Services Level Agreements (SLAs) to ensure clear understanding and satisfaction of
  • solutions offered
  • Develop pricing structures that balance profitability and competitiveness

SERVICE DELIVERY

  • Enforce established procedures and standards to ensure consistency of existing systems when
  • implementing technical solutions
  • Understand customer and their environment to discern how IT relates to their business and goals. Share this knowledge with the service staff as appropriate
  • Assist in escalated service issues and collaborate with company leadership when necessary
  • Develop and maintain a knowledge-sharing base for service staff
  • Promote proper documentation within the service function
  • Ensure efficient dispatch and utilization of department resources to meet customer expectations
  • Ensure high levels of technical staff utilization by aligning the expertise of the staff to the projects needing completion
  • Monitor tickets/issues and perform periodic customer contacts to ensure issue resolution met customer's needs and expectations
  • Accurately monitor and report project progress, expenses, and budget on existing projects and agreements
  • Understand overall service desk objectives as well as the role and function of each service team member
  • Communicate with customers, internal personnel, and sales staff to ensure a clear understanding of project status and maintain high levels of internal and external customer satisfaction
  • Drive problem investigations and resolution as required
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer data
  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek opportunities to increase customer satisfaction and our sales
  • Maintain core manufacturers stack certifications
  • Work with inside sales and purchasing to ensure all parts are received to meet the delivery and install dates
  • When applicable, coordinate or perform facility preparation (i.e.: electrical, space requirements,
  • ) needed prior to installing the new system
  • Coordinate and schedule customer installs

SALES SUPPORT

  • When applicable coordinate customer technology upgrades and discuss facility preparation (i.e.:electrical, space requirements, etc.) needed prior to installation of the new system
  • Participate in internal Team Decision meetings to evaluate customer opportunities to discerning fit for
  • Company based on ideal customer criteria
  • Conduct customer environment assessment
  • Collaborate on the technology road map
  • Assist salesperson walk customer through proposal relating technical solutions back to business
  • needs and sharing impact of solution upon their business success
  • When applicable coordinate customer technology upgrades and discuss facility preparation (i.e.:
  • electrical, space requirements, etc.) needed prior to installing of a new system
  • Assist in preparing Customer Business Reviews

 

The salary range is $60K - $120K