Senior Technical Manager - Stamford, CT
This position reports directly to the Manager of Operations at our client and is responsible for making sure that their client's technical support needs are met. Also, the candidate will provide strategic direction for the client's long term IT goals.
Additionally, this position contributes to the overall strategic direction, maintenance of internal systems, and input towards future service offerings.
The qualified candidate will be a key leader who can work with our sales team in maintaining good client relationships as well as working with our Support team to assure they are operating efficiently and generating favorable results.
A qualified candidate needs to possess strong communication skills, accountability and ownership of issues to completion.
(Includes the following. Other duties may be assigned)
Resolution of assigned tasks and tickets, including escalation from Level 1 Support personnel
Timely completion of tasks related to assigned client projects
Identify Help Desk trends and implement appropriate actions
Onsite Labor as needed (ie. Firewall implementation, workstation roll out, networking tasks)
Configuration and ongoing maintenance of client backups, disaster recovery, monitoring, patching and documentation.
Configuration and ongoing maintenance of in-house infrastructure and cloud solutions.
Configuration and ongoing maintenance of in-house Managed Services Systems, including back-up, RMM, security and MDM
Maintain thorough internal and client documentation
Work with 3rd party support vendors.
Work with Sales team and clients to develop, design and recommend future IT solutions.
Perform Sales Engineer tasks such as estimating labor hours and hardware for projects, performing system audits for clients and prospects and participating in Sales meetings.
Account Management Responsibilities:
Participate in client Executive Review Meetings, including informal remote and formal on-site meetings. Meetings objectives will include; Review Performance Metrics, Discuss Client Business Challenges and Needs, Quotes, Projections, Budget review, Review Performance Metrics, Receive Client Feedback
Identify sales opportunities within existing client base and work with the Sales Team to provide Quotes and to encourage best practices and standards
Verifying effective communication between client and in reference to marketing, billing, and overall expectations.
Project management tasks including, scheduling, vendor coordination, reviewing status and budget with client, and tracking overall project progress through completion.
Overall client vendor management to ensure the clients best interest are being met.
Ensure that clients are receiving appropriate Managed Services Monthly Recurring reports.
Review quotes prior to delivery to clients
Job requires occasional travel and requires some off-hours or weekend work
Participation in rotating On Call schedule
Research and evaluate third party vendors for client and internal use.
Maintain up to date Time Entries and Expenses for billing purposes
Mentor junior Team Members.
Targeted Time Allocation:
Twenty five percent (25%) of this positions' time is to be allocated to client account management. Thirty percent (30%) is to be allocated to off contract labor that correlates to hourly billing. Twenty five percent (25%) to be allocated to escalations, tasks and tickets that are covered under a fixed cost contact. Twenty percent (20%) for additional and administrative tasks including but not limited to travel time, time entry, research, training , etc.
Minimum 5 years' experience within relevant IT fields
Bachelor degree in computer science, information sciences, or related field preferred
MCP or equivalent certifications or experience (MCITP is a plus)
VCP or CCA or equivalent certifications or experience is a plus
Advanced support skills within the Microsoft and Vmware environments
Valid Driver's License and insured Motor Vehicle available for occasional client calls
Strong written and verbal communication skills
Strong data management, project management and analytical skills
Accessible via mobile phone and email during off-hours
Detail oriented, follows and implements corporate procedures and policies
Strong Experience With Project Estimating/Budgeting, Resourcing, Forecast/Tracking and Progress Reporting
An incentive compensation schedule and base salary will be provided with offer letter
Participation in 401k plan with up to 4% matching after one year of employment
$40/month stipend for cell phone service
70% coverage of company health benefits up to $400/month
15 days of PTO (Paid Time Off) per annum
Please submit resumes to firstname.lastname@example.org
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