TITLE: Manager of IT and Technical Service
DEPARTMENT: Technical Service Operations
LOCATION: Simi Valley, Ca 93063
SALARY: To be Discussed
REPORTS TO: President, CEO
DURATION: Full time, Exempt
INDUSTRY: Service B2B accounts just below enterprise level
DKKD Staffing’s recruiting team has been together for almost 20 years.
DKKD specializes in building IT teams from CIO/CTO/CISO to Helpdesk (Infrastructure & Applications) as well as staffing Human Resources, Internal Recruiters, F&A and Admins.
All job openings are available on www.DKKDstaffing.com and DKKD pays for placed referrals. Who do You know looking for work?
Looking for Management level job leads? Register on Linked In Group “Diane Krehbiel Executive & Technology Recruiting” https://www.linkedin.com/groups/1906975/
Seeking a full-time Manager of Technical Service with the commitment, desire, and work ethic necessary to provide direction to a team of technical specialists. The team is responsible for supporting small-medium business clients and channel partners with their data, voice and internet services.
If you have experience managing a team of IT Technicians at a technology service company and desire to become a part of the team that is critical to the success of the company we would like to hear from you. We are looking for the right person to play an active role in our clients’ growing technology organization working out of our headquarters in Simi Valley, California.
If you are energetic, goal oriented, creative, and resourceful with a proven successful track record in managing and mentoring a team of technical specialists, service team members and vendors you may be the right fit for the team.
The company has a superior benefits package including; medical, dental, sick leave, vacation, life insurance, long term disability and an unprecedented match in our 401K plan.
Directs and coordinates all activities relating to the operations of the company’s Managed Service Provider business. The focus of the department is on provisioning, post-sale technical support and product operations. This includes timely and accurate installation of services and the ongoing maintenance of service affiliated with the company’s wide variety of services, including MSP, Cloud, IT, CLEC, Broadband, VoIP, analog voice, network, and interconnect services. In addition, this role is responsible for ensuring vendor network efficiency, routing, and provisioning, and the maintenance of Client’s on- premise equipment and services to meet their telecommunications and IT requirements.
This position is responsible for coordinating the workflow of Technical Service Operations assuring goals and tasks are completed as defined and on target. Assuring client satisfaction, in house and on-site. Assuring successful turn-up, installation and training of company’s products and equipment.
This position has the responsibility for the achievement of timely order processing, quality technical service, quality order provisioning, network and product inventory maintenance, cost control and technical field management by performing the duties below personally or through subordinate staff.
This position is responsible for the processes and documentation of operational procedures assuring personnel resources and utilized with efficient and streamlines functions. This position is required to report operational statistics and performance on a monthly basis through management reporting and presentation.
This position directs and coordinates activities with all managed and network service products assuring company goals and objectives are met. Assuring all cloud and network products are installed and maintained, network capacity, quality and security of data and information infrastructure. This position also assures timely and profitable field activity and field work related with Network Services, equipment maintenance and purchasing as well as equipment certification and inventory.
Manage and mentor the technical staff to achieve individual, department and company goals relating to client orders, repairs, and overall satisfaction.
Coordinates workflow of the Technical Operations Team, assuring goals and tasks are completed as defined and on target. Assuring client satisfaction, in house and on-site. Assuring successful turn- up, installation, and training of the company’s products and equipment.
Achievement of timely order processing, quality technical service, quality order provisioning, network, and product inventory maintenance, cost control and technical field management by performing the duties below personally or through subordinate staff.
Processes and documentation of operational procedures assuring personnel resources and utilized with efficient and streamlines functions. Reporting operational statistics and performance on a monthly basis through management reporting and presentation.
Direct and coordinate activities with all managed and network service products assuring company goals and objectives are met. Assuring all cloud and network products are installed and maintained, network capacity, quality, and security of data and information infrastructure. Assuring timely and profitable field activity and fieldwork related to Network Services, equipment maintenance and purchasing as well as equipment certification and inventory.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Reviews orders, work flow, and schedules to maintain company interval standards to assure proper and timely installation and accuracy of Client orders and scheduled delivery dates in order to meet the requirements for the department.
Plans production operations; establishing priorities and sequences for maintaining Client satisfaction, and the maintenance of Client pre-site and post-site survey requirements.
Prepares provisioning and technical operations schedules to coordinate Clients needs and to ensure production and quality of services standards meets the company’s specifications.
Reviews production and operating functions and resolves operational, install, and vendor problems to ensure minimum costs, prevent delays, and ensure quality.
Develops or revises standard operational and working practices and procedures with provisioning, and technical field support personnel and observes workers to ensure compliance with standards.
Manages and assures activities of the Customer Service department and the handling of proactive programs, retention and related attrition as well as the handling of service orders, adds moves and changes.
Assures service calls and visits to observe employee’s demeanor, technical accuracy, and conformity to company policies.
Recommends corrective services to assure quality and efficient processes and procedures. Studies and standardizes procedures to improve efficiency of subordinates.
Assures accurate Client database maintenance and data integrity. Compiles data and provide statistical reports.
Determines work procedures, prepares work schedules, and expedites workflow.
Responsible for maintaining and assuring company resale inventory
Responsible for maintaining and assuring accurate company asset inventory
Overseas the processes and procedures involved with resale equipment testing and certification.
Works with vendor and internal departments to assure delivery of new vendor services and products.
Directly supervises 5 -15 employees in Technical Service Operations, Information Services and Client Services. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor’s degree (B.A.); or ten years related experiences and/or training; or equivalent combination of education and experience. Strong personal computer skills are also a requirement of this position.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
This position requires a valid California driver’s license and auto liability insurance with coverage of $100,000 personal property and $300,000 medical, since there is some Company travel required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
HOW TO APPLY
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