Technical Support Manager - INSPYR Solutions

Title: Technical Support Manager
Location: Fort Lauderdale, FL (Hybrid 3/2)
Duration: Direct Hire/FTE
Compensation: $100,000 - $115,000
Work Requirements: US Citizen, GC Holders, or Authorized to Work in the US.

Technical Support Manager:

MUST HAVE WORKED IN an MSP for consideration

Job Description:
Oversee and Manage

1. Clients
2. Service Desk Engineers (Part of POD) (Not Service Desk function)
3. Field Engineers (Part of POD)

Client and Service Management

1. Solid understanding of managed services agreements of assigned clients
2. Oversee customer activities as it pertains to Managed Service Operations
3. Actively ensure there is a roadmap in place for each of your accounts.
4. Supervise and facilitate the customer's adoption of our solutions
5. Ensure full and efficient utilization of technical resources to accommodate customer needs
6. Achieve and exceed weekly, monthly, and yearly customer targets and define Key performance indicators from a service perspective.
7. Conducting service and business reviews with clients
8. Ensure SLAs are met on all Service Requests (Across all SLA priorities), including daily operations and projects
9. Accountable (not responsible) for successful patching, backups, cybersecurity and compliance requirements
10. Oversee Major incident management (Led by Senior Engineers) and Change control

Customer Service

1. Liaison between the organization and the customer with a focus on getting the promised services delivered
2. Function as the customer's single point-of-contact for escalations, problem identification, and resolution for issues.
3. Excellent problem-solving skills, including crisis management, communication, issue tracking, triaging, and providing value-based recommendations

Business relationship (Trusted Advisor)

1. Establish a trusted advisor relationship across the customer's organization, from executive sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
2. Assess, recommend, and partner with their customer base to align the business and technology needs of their customers
3. Strategic planning with an ability to think ahead and plan over a 6-12-month time span
4. Visit the client site monthly or quarterly to conduct meetings.

Proactive

1. Work closely with Professional Services (CSG) and Ops to identify new opportunities and facilitate transitions following initial or follow-on deployments.
2. You anticipate dissatisfaction, proactively seek to solve or avoid it, and when feedback is provided, you onboard it squarely with the intent to address it.

Reporting and Analysis

1. Ability to aggregate data from multiple sources to prepare and deliver weekly, monthly, and quarterly business reviews.
2. Timely execution of standard customer meetings and reviews for your defined accounts weekly, monthly, and quarterly.
3. Provide weekly internal reporting to Executive management on overall Operations in reference to assigned accounts (Projects, Service Desk KPIs, escalation, Customer concerns, Opportunities, and possibilities)
4. Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations in alignment with current and new products.

Technical

1. Complete end-to-end understanding of client's environment from technical perspective
2. Infrastructure (Design, Network (Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, End User Computing, Mobile Devices, Backups).
3. Security and Compliance (Policies: Backups, MFA, Geolocations Restrictions, Companies Dos and Don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change Control.

Time and Expense Management

1. Ensure the defined expense and timekeeping process(es) are followed by the team (POD) including billable and non-billable work types, deadlines to submit timesheets and expense sheets, and disciplinary process in case the team is not following the process(es).
2. Audit timesheets and expense sheets to ensure entries are documented correctly as per protocol.
3. Responsible and accountable to submit timesheets and expense sheets on time and accurately.

Documentation

1. Gain deep understanding of products and services and translate complex information into simple, polished, engaging content
2. Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications

Process Improvement

1. Identify process issues impacting customers and/or internal.
2. Help develop process (workflows) to define lifecycle of all service areas from customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, e.t.c)

Process Improvement

1. Identify process issues impacting customers and/or internal.
2. Develop process (workflows) to define lifecycle of all service areas from customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, e.t.c)

Project Management

1. Coordinate people and processes to ensure that projects are delivered on time and produce the desired results.
2. You will be the go-to person for everything involving a project's organization and timeline
3. Developing detailed project plans
4. Ensuring resource availability and allocation: coordinate internal resources and third parties/vendors for the flawless execution of projects
5. Ensure that all projects are delivered within scope and within budget
6. Establish a Deadline and Monitor the Progress of the Project
7. Report and escalate to management as needed
8. Manage the relationship with the client and all stakeholders

Vendor Management

1. Developing and sustaining long-standing relationships with company-approved vendors
2. Meeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns.
3. Conducting research on available vendors to determine which vendors is aligned the most with client's needs and offer the best value

Compliance

1. Accountable (Not responsible): Ensure the following is in place:
2. Major Incident Management and Change Control Protocols
3. Develop patching schedule
4. Successful patching of all required systems (With schedule in place)
5. Successful backups of all required systems (With schedule in place)
6. Develop a Maintenance schedule
7. Quarterly Maintenance schedule (In place and follow through) Business Continuity (BCP) and Disaster Recovery (DR) to be tested every quarter
8. MFA (On all entry points)
9. Geolocations restrictions
10. Product Lifecycle Management (Equipment renewals, Disposal)
11. Maintain Baseline configuration across the board

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities