IT Manager/Tech Coordinator-Lakeland/Kissamee/Winter Haven, FL
Position Summary
The IT Manager is responsible for the management of daily activities to ensure clients receive the service level defined in the client contract.
Responsibilities
Manages the daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level requirements defined in the client contract and based on established company objectives
Actively participates in resource management meetings on a weekly basis to identify resource sharing opportunities across the organization and to ensure optimal productivity levels are achieved by all technical resources each week
Helps prioritize the incidents across all clients to ensure timely resolution of issues with the highest impact on our clients
Proactively manages communications pertaining to technical support, site operations, changes, outages, and issues to assigned client base in a timely, professional manner
Acts as the key point of contact for all matters related to the Service Desk, including:
Implementation of Service Desk strategy and initiatives
Client and / or account team escalations
Service Desk reporting
Service Desk productivity
Service Desk hours of coverage
Supervises a staff of technicians, assigns their duties and prepares performance reviews
Manage resources, including attracting, hiring, developing and retaining high performing staff
Manages resources to achieve corporate objectives and satisfy client requirements. Promote a cooperative and harmonious working climate that is conducive to maximum employee morale, productivity, and efficiency / effectiveness
Provide direction in complex problem solving situations and participate in direct interaction with technical resources when required
Participate as needed in support of other areas of the business including Production, Finance, or Sales
JOB REQUIREMENTS
Excellent planning, project management and problem-solving skills, along with superior communication and interpersonal abilities
Specifically, the position requires proven experience in successfully managing client accounts and projects as well as coordinating technical projects teams
This person must be able to communicate effectively with clients, executives, management and internal personnel
Possess strong presentation and group facilitation skills
This person must be able to think, act, and react strategically and have the desire for expanding their knowledge base
Strong System or Network experience
Education and / or Experience
Bachelor's degree required, MBA preferred
A minimum of five years of operations experience in combination with three or more years of managing technical personnel is required
Three years of relationship management experience with a minimum of 1 year in an outsourcing setting or equivalent combination of education and experience is preferred
Estimated Salary: $20 to $28 per hour based on qualifications.
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