At The Launch Pad, our goal is to build a team of bright energetic individuals who thrive in a culture that works hard, plays hard and expects results. Currently, we are looking for a Client Technology Service Manager to join our team and provide managerial oversight, leadership and guidance to our award-winning Client Solutions Managers. Our CSMs are senior engineers in the front line of responsibility charged with designing high value solutions and delivering the expert technical support to our business clients. A primary focus of this position is to ensure the quality of each and every interaction with clients and with our team. As a part of this oversight, the Client Technology Service Manager is responsible for providing high-level technical assistance to the team and taking a hands-on approach when required. Our ideal candidate will possess not only great technical acumen but the strong team building skills needed to inspire great results!
Duties & Responsibilities
? Manage the Client Solution’s Team in daily activities
? Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
? Manage the dispatch process of service requests to ensure full utilization of technical resources
? Improve usage of IT Support resources and increase productivity of the team
? Communicate with all parties in a constructive manner to guarantee customer expectations are met
? Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
? Perform customer follow-up to verify final resolution and determine satisfaction level
? Interface with appropriate technical personnel for customer 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
? Understand overall service desk objectives, as well as the role and function of each team member
? Contribute to the continuity of computer services by providing the necessary technical leadership
? Drive problem investigations and resolution as required
? Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
? Design and maintain process documentation for the service desk team
? Manage the process of implementing change efficiently and effectively
? Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
Knowledge/Skills
? Experience in documenting internal processes and procedures related to duties and responsibilities
? Extensive understanding of small and medium sized business’ technology environments
? High degree of organization and attention to detail with ability to oversee team documentation of work product
? Ability to appropriately and effectively communicate to both technical and non-technical people
Strong problem solving skills
? Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
? Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
? Knowledge of service level management processes
? Ability to cultivate a positive, team oriented environment
? Ability to handle multiple priorities under pressure
Requirements
? Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP
? Knowledge and experience in cross-functional management methods and techniques
? Knowledge of IT applications, processes, software, and equipment
? Strong organizational, presentation, and customer 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 and training presentations
? Skill in leading people and getting results with a strong customer orientation
? Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
? Understanding of support tools, techniques, and how technology is used to provide IT services
? Typing skills to ensure quick and accurate entry of service request details
? Self-motivated with the ability to work in a fast moving environment
? BA or BS Degree
? Minimum 5 years’ experience of technical management experience preferably working with an IT services provider
? Minimum of 5 years as a network engineer or network administrator
Why you should consider joining our team?
The Launch Pad has been identified by the Tampa Bay Business Journal as one of the Tampa Bay area’s 50 fastest-growing privately held companies. We are moving forward to launch the nation’s first managed IT service franchise. Most importantly we have built a collaborative and friendly team (and dog friendly) culture that encourages innovation in each of our team members. We are looking for long individuals interesting in building a career path and investing in a company that will invest in you. So, if you are passionate about technology and dream of joining a team that celebrates entrepreneurial spirit, offers great compensation and provides open opportunity for career growth, then we want to hear from you.
About Us
Founded in 1992 with a vision of enabling businesses to effectively use and maximize the tools of technology, The Launch Pad’s goal is offer entrepreneurs the freedom to pursue their vision and improve their business. Through the years, The Launch Pad has perfected an integrated suite of IT management tools and technology solutions that has allowed us to grow and prosper and given our client the competitive advantage of having an entire IT staff right at their fingertips. As entrepreneurs we have sought to create a model of sustainable prosperity which has led to our being honored in Tampa Fast 50 and Inc. 5000 Nationally in 2009 & 2010 and inspired the launch of a national franchise launch. Our goal is to offer a single source of technology guidance for eliminating IT downtime and ensuring our business clients make the best investment possible in their technology.
Please submit your resume and a professionally written cover letter to jobs@launchpadonline.com – reference Job ID: 55554v1LPB.
