Technical Services Manager - River Run Computers Inc

Overview

The Technical Services Leader (TSL) manages a 5-10 person technical team that is responsible for servicing assigned clients. The mission of a TSL is to be the focal point for their team's technical staff and clients, provide exceptional value to clients through strategic scheduling and resource planning, and provide proactive feedback about our client's IT environments.

Primary Duties and Responsibilities

• Cultivate and maintain client relationships through scheduled contact via phone and in person.
• Attend client meetings per client and River Run expectations.
• Oversee and assist in scheduling of technical resources inside the assigned team.
• Proactively communicate problems, issues and status updates to clients and appropriate internal personnel.
• Oversee client documentation to ensure information is current and sufficient.
• Prioritize, track and review service orders/calls.
• Ensure timely resolution, and meeting benchmarks.
• Identify training opportunities for assigned staff and mentoring opportunities within the team.
• Evaluate trends in client IT environments and provide feedback to clients timely.
• Responsible for managing team's measurables.
• Collaborate with peer TSMs and ATSMs in analyzing client surveys to identify areas for improvement.
• General overall management of an IT team at various skill levels.
• Write and deliver quarterly reviews to team members under your management.
• Attend non-office hour events.
• Manage Internal Initiatives as assigned.

Qualifications

• 2+ years in the IT industry preferred.
• 5+ years working directly with clients.
• 2+ years supervisory experience focused on client service.
• Pleasant phone voice and demeanor
• Outgoing and confident personality
• Strong organizational skills
• Knowledge of Microsoft Office, including but not limited to Outlook and Excel
• Ability to work with limited direction
• Strong client and team interaction focusing on:
  • Communication
  • Problem Solving
  • Excellent verbal and written communication skills

• Ability to multi-task in a fast-paced office environment
• Ability to recognize when a client issue needs to be escalated or elevated to a higher-level tech
• Ability to communicate with techs/engineers. Need to understand what questions to ask so that items can be properly scheduled.
• Ability to recognize when there is not enough information in a ticket. This will set the techs/engineers up for success.
• Ability to maintain organization and communication with the techs.

Education

Associates Degree in Information Technology or Business Administration or equivalent experience in the position requirements.

Transportation

Must have a reliable vehicle, valid driver's license, and valid insurance.

Physical Demands

The employee must regularly lift and /or move up to 10 pounds.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.