Connection presents an exciting opportunity within our managed services division for an IT Area Manager. This role is a remote role. Join a top VAR with enticing benefits, including 3 weeks of paid time off, and excellent growth prospects.
Responsibilities:
- Provides leadership to staff, includes hiring, mentoring, guiding, and advising on terminations as needed in conjunction with HR representative.
- Manages Engagement Managers and/or technicians directly.
- Completes performance evaluations and performance improvement plans as needed.
- Continually reviews staffing requirements in regard to their productivity, profitability, performance and utilization.
- Ensures required technical certification levels.
- Establishes succession planning for all key personnel.
- Manages all third-party resources associated with services performed in his/her region.
- Enforces and ensures resource training per company policy and the specific Scope of Work.
- Manages resource availability and associated coverage for PTO, holidays and related periods of resource absence.
- Drives corrective action plans for non-performing staff in alignment with HR policies.
Maintains / expands customer relationships through:
- Frequent interaction
- Providing proactive recommendations with staffing or operational processes.
- Continuous improvement of methods of execution.
- Acts as point of contact above Engagement Manager for escalations.
- Ensures escalation process and management is enforced and functional.
- Drives Root Cause Analysis of any repeated critical or high severity non-performance.
- Single point of contact for all billing issues.
- Disputes resolution management.
- Assists in identifying and supporting capture of new service business.
- Supports account re-competes.
- Service level management for accounts under management
Develops standard operating procedures for use across the Lifecycle and Managed Services business.
- Continually assesses, refines and implements service delivery processes and procedures.
Participates in internal executive staff meetings and associated activities as required.
Assists in the capture of key service metrics and generates reports.
Performs all other duties or special projects as assigned.
Qualifications:
- Core IT infrastructure knowledge
Working knowledge of ITSM/ITIL principles
Familiarity with current service management tools and functionality-Service Desk, Network Operations, Depot, Dispatch and Diagnostic Tools
High level of proficiency with the Microsoft Office suite of products, including Outlook, Excel, PowerPoint, Word & Teams
Advanced negotiation skills with ability to develop Statements of Work and Master Service Agreements
Effective Cost modeling skills in particular for Lifecycle and/or Managed Services
Ability to manage sensitive and confidential matters
Advises on our own infrastructure requirements to further the business initiatives
Multi-tasking abilities
Ability to communicate effectively with both internal and external clients at all levels