This position is responsible for managing the technical services and day to day support for end users. Typical duties include analyzing workflows, delegating projects, and meeting department goals. This position is also responsible for developing and monitoring performance standards along with staff management and development. Additionally, this position collaborates with management and global IT peers on strategic and tactical goals.
* Telecommunications, LANs, Help Desk, and Technical Support for multiple group companies across 4 physical sites including remote access * Develops and maintains a disaster recovery plan for phone and contact center environment * Ensures documentation of procedures * Manages technical upgrades for phone and contact center environment * Manages issue triage, assigning resources, ensuring resolution within service level agreements (SLAs) and ticket resolution * Works with management to propose, agree and deliver IT services to defined Service Level Agreements (SLAs) * Manages PC imaging and deployment * Maintain high availability for phone system * Continuous development of staff to create a team of cross-technical resources * Think logically and be able to articulate thoughts in a clear, concise manner * Comfortably work both individually and as part of a group * Take ownership of assignments and see them through to completion * Know when to ask questions or ask for help * Efficiently manage multiple concurrent assignments * Collaboration with global IT to facilitate timely solution implementation and problem resolution for local and global group companies * Research and evaluate industry trends, developments, and new technologies * Meet deadlines and complete work in a timely manner * Be willing to go the extra mile to get the job done, including occasional overtime * Display exceptional follow-through, personal drive and the desire to make a difference
* Facilitates team meetings effectively * Holds regular status meetings with team * Keeps team well informed of changes within the organization and general news * Effectively communicates relevant IT-related information * Resolves and/or escalates issues in a timely fashion * Manager of IT Technical Services Team * Consistently acknowledges and appreciates each team member's contributions * Conducts effective performance evaluations and mentors those with less experience * Manages contractor relationships, deliverables, and deadlines
* Must have a Bachelor Degree in a computer-related field * Must have proven experience delivering on time and on budget * Must have 7-10 years professional experience in IT including technical support, networking, telecommunications, project management, budget development and project management * Must have 5-7 years professional experience supervising teams to provide technical support for existing tools, desktops, and applications * Must have 5+ years professional experience providing technical support for phone and contact center environment * Must have 5+ years of hands on technical experience providing end user support * Must be highly proficient in MS Windows environments * Must be an expert at using MS Office * Must have proficient knowledge in computer viruses and security * Must have experience managing contractor relationships * Must demonstrate analytical, problem solving, and decision making skills
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