Technical Services Manager - Premier Networx, Inc.

We're on the hunt for a dynamic and experienced Technical Service Manager to join our growing managed service provider family at Premier Networx! As a managed service provider, we provide proactive IT support to our SMB clients. 

Our Culture 

We emphasize the importance of education and continuous improvement. Through teaching, training, collaboration, and perseverance, we strive for personal and professional growth. Our belief in the value of knowledge drives us forward. We understand that the skilled services we offer are our product, and it is our top priority to provide exceptional service to our clients with genuine care for their satisfaction. 

Our People 

• We strive for excellence in everything we do 

• We always aim to make a positive impact with each other and our clients 

• We have passion that drives us to continuously learn and grow 

• We are more than just a company, we're a family of tech enthusiasts who bring a fun and dynamic energy to the workplace 

• We are dedicated to creating a supportive and inclusive environment where everyone feels valued and respected 

• We believe together, we can achieve great things 

Our Core Values define who we are and guide our actions 

• Proactive Ownership – Taking initiative, assuming responsibility, and driving results without waiting for instructions. 

• Client Experience First – Prioritizing the satisfaction and success of our clients. 

• Unrelenting Dedication – Persistently pursuing excellence even in the face of challenges or setbacks. 

• Promises Kept – Fulfilling commitments, honoring agreements and delivering on our word. 

• Embraces Change – Welcoming and adapting to shifts, innovations and evolving circumstances.  

Our mission is to make technology work wonders for our clients, and that all starts with delivering top-notch customer service. 

What We Offer 

• Ambitious learning environment—we pay for certifications & reward learning achievements. 

• Customized career-progress plan tailored to your skill level, interests, and goals. 

• Competitive and comprehensive medical, dental, and vision insurance, including life and disability plans. 

• Retirement – Simple IRA 

DUTIES AND RESPONSIBILITIES 

• Manage the service delivery team’s daily activities as well as the dispatch process of service requests  

• Interface with appropriate technical personnel for client problems that cannot be resolved effectively  

• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements  

• Contribute to the continuity of computer services by providing the necessary technical leadership  

• Drive problem investigations and resolution as required  

• Design and maintain process documentation for the service delivery team  

• Responsible for dispatch, service scheduling, escalation, and client satisfaction  

• Active role in daily management of all services calls  

• Ensure quality and profitable services are performed to the agreed SLA  

• To ensure that systems, processes and methodologies are followed according to company guidelines  

• To provide reports on an agreed schedule to Senior Management and clients  

• Identify trends and develop strategies to support these trends  

• Assist in the development of technical support engineers from a career perspective  

• To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)   

QUALIFICATIONS AND REQUIREMENTS 

• Bachelor's degree in computer-related field preferred 

• Minimum of 3 years experience in MSP field preferred 

• Minimum of 3 years experience managing an IT service desk required 

• Knowledge and experience in cross-functional management methods and techniques  

• Knowledge of IT applications, processes, software, and equipment  

• Strong organizational, presentation, and client service skills  

• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span  

• Skill in planning and preparing written communications  

• Skill in leading people and getting results with a strong client orientation  

• Ability to multi-task and adapt to changes quickly  

• Ability to work in a team and communicate effectively  

• Service awareness of all organizations key IT services for which support is being provided  

• Understanding of support tools, techniques, and how technology is used to provide IT services  

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL CSSA, Cisco CCNA, or VMware VCP a plus  

• Willing to be on call, as needed 

• Valid drivers license and clean driving record.