Manager of Technical Services

Profile

The Manager of Technical services role has a primary responsibility to support the technology infrastructure and day-to-day operations for internal and external facing systems. This will include the implementation, monitoring and support for Network, Server, Storage, Telecommunications, manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of help desk functions. This individual is also responsible for guaranteeing continuous improvement and long term viability of the network infrastructure
RESPONSIBILITIES:
* Oversee day-to-day activities of our technical support operations
* Establish and enforce Help Desk service levels agreements in consultation with customers to establish problem resolution expectations and timeframes.
* Plan and conduct performance appraisals of Help Desk staff.
* Prepare budget proposals and operational expenditure statements.
* Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
* Liaise with vendors for the procurement of technologies or services, oversee installation and resolve adaptation issues.
* Manage the processing of incoming calls to the Help Desk via both telephone and Helpdesk system to ensure courteous, timely, and effective resolution of end user issues.
* Design and enforce request handling and escalation policies and procedures.
* Monitor and test fixes to ensure problems have been adequately resolved.
* Track and analyze trends in Help Desk requests.
* Generate weekly and monthly statistical reports with analysis and recommendations.
* Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
* Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
* Oversee the development, implementation, and administration of training procedures and policies to train, coach, and mentor Help Desk Analysts and other support staff.
* Maintain accurate documentation for all support processes and procedures.
* Schedule resources to provide appropriate coverage.
* Manage relationships and service levels with our key business partners.
* Oversee Asset Management program to safeguard the companies technology assets.
* Assume primary role for distributing system outage communications to our customers.
* Develop an annual functional team plan with quarterly updates to the Director of Information and technology
QUALIFICATIONS:
* College diploma or university degree in the field of computer science, information sciences, or related field and/or 5 years equivalent work experience.
* Proven customer service skills; highly customer focused, team oriented and results driven.
* Demonstrated progressive experience in the management of a technical support team.
* Demonstrated ability to effectively prioritize and execute tasks in high-pressure and stressful situations.
* Excellent oral and written communication skills.
* Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
* Skills in problem analysis, documentation and resolving IS problems.
* Highly advanced support skills within the Microsoft environment, specifically related to Windows 7, Windows server 2003 - 2008, Office, Exchange and Outlook.
* Excellent organizational, analytical project management skills; able to work on multiple projects while meeting deadline demands.
* Enjoys working with customers and teammates to solve problems; possess conflict resolution skills and professional demeanor.
* Readily accessible via mobile phone and email during off-hours.
* Solid relationship management and performance management skills.
* Ability to motivate and direct staff members and subordinates.
* Exceptional interpersonal skills, with a focus on listening and questioning skills.
* Strong documentation skills.
* Ability to conduct research into a wide range of computing issues as required.
* Ability to present ideas in user-friendly language to non-technical staff and end users.
* Experience working in a team-oriented, collaborative environment.
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