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Director of IT and Operations

Company: Anew Recruit
Location: Clifton
Posted on: March 14, 2020

Job Description:

Director of IT and Operations Clifton NJ. Responsible for providing oversight for Professional Service teams Service Center (Help Desk), Field Tech and NOC. Strategic leader of the Global Technical Services management team. Provide Leadership and direction for the delivery of the Tier 2 Tier 3 Global Response Center team(s) to include the management and growth of the people, process and technology needed to be successful. Direct and coordinate post-sales technical services to meet or exceed performance metrics in quality, delivery, cost and profit, productivity and continuous improvement. Identify, recommend and implement best practices, methodologies and industry trends. Provide input to senior leadership to develop the annual budget, gross profit OPEX targets and overall corporate financial metrics. Provide subject matter expertise to ensure Tier 2 Tier 3 technical services are delivered to clients in a consistent, high quality and professional manner. Employ structured and disciplined practices to ensure consistent technical support and service delivery in a 24X7 environment are consistent with company initiatives and client expectations. Manage and achieve financial targets inclusive of annual budget, gross profit and related financial metrics within area of responsibility. Ensure activities are achieved that meet corporate client satisfaction objectives as well as internal and external SLAs. The Director of Technical Support is responsible for executing the Technical Support, System deployments strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact to overall sales and revenue. The focus is to drive the business forward in creating stronger relationships, converting more prospects to become customers, increasing sales, managing a large budget, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best. As an integral member of our executive team,. You will be responsible for structuring, growing, continuously improving and mentoring the teams and should have a never-ending thirst of improving the delivery of services to our clients. The right candidate will display remarkable attention to detail, needed to ensure that all client interactions are rigorously pursued to successful resolution. The candidate must demonstrate a sense of urgency in dealing with critical issues and have the capability to corral the right people around himher to deliver solutions. The candidate must be a disruptive force that has the capability to transform a very good MSP services delivery arm into a leading, world-class organization capable of delivering measurable competitive advantage over our peers and competitors. Must understand how the right combination of PPT (People Process Technology) can create a winning formula. The Director will report to the COO. Responsibilities Manage day-to-day Tier 2 Tier 3 technical support services as the client interface for escalated client troubleshooting to resolve advanced complex issues to ensure resolution in a quality and timely manner. Evaluate and manage Tier 2 Tier 3 incidents to enhance process flow, troubleshooting and ticket resolution quality and take appropriate actions to maintain or improve service levels. Develop Tier 2 Tier 3 technical support teams to ensure the client experience meets client satisfaction metrics. Create training and develop strategy to include mastery of providing a differentiated and professional client experience and achieve sustainable growth. Drive continual increase of technical knowledge of industry and Black Box products and service offerings. Meet goals for area of responsibility including analysis and performance management, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance. Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed. Manage, implement and continuously improve operational strategies, business plans, goals, core competencies and processes for Tier 2 Tier 3 technical support services to ensure stable and quality product service delivery consistent with company objectives and client expectations. Maintain and enhance a strong client service-oriented environment focused on problem detection and resolution. Oversee documentation of issues, action plan and outcome and distribution within area of responsibility. Lead Tier 2 Tier 3 technical support services to surpass client satisfaction and achieve internal and external SLAs. Monitor Tier 2 Tier 3 technical support engineering work activities outcomes and proactively identify and remove barriers to meeting client expectations. Escalate issues as appropriate using established processes and methodologies. Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day Global Response Center operations and the client experience within area of responsibility. Foster and ensure collaborative working relationships within operations and across all levels and departments of the organization to execute Global Response Center functions and company priorities. Performance management of Tier 2 Tier 3 technical support team including hiring, coaching, performance feedback and reviews, terminations, rewards determination, training and development. Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent. Achieve performance targets established by leadership for applicable Key Performance Indicators. Additional duties as assigned. This position will supervise managers and individual contributors. Develop and achieve Technical Support objectives and goals to support the organizational vision. Manage and direct a team of Technical Support, Business Services and Service Resolution Technical Processing Leaders while leading the development of the vision and strategy for the Sales Professional Service team. Assisting in developing an annual business plan to incorporate best call center practices to meet market and company needs. Verifying targeted service and performance standards are achieved or exceeded. Executing tactical plans and initiatives that exceed customer expectations via phone, email and web-resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity. Executing additional projects such as synergy initiatives with other departments, succession planning, hiring and training practices, best sales and coaching practices, cross-functional corporate initiatives. Establishing and managing communication channels within and among departments-being the liaison to provide customer feedback to the Senior Management Team. Be a motivating and inspirational source of leadership for all staff and instill the pursuit of continuous improvement on the technology delivery platform as well as continous learning on the team so they become better engineers utilizing a better platform. Ensure all service levels are achieved and client expectations are being exceeded, both using People as well as the Platform (technology) that is architected to be used. Create and ensure adherence of established processes to ensure all issues are handled using processes. Establish performance expectations and benchmarks for staff and work to ensure these are met or exceeded as well as the platformtechnology to be able to measure these metrics. Provide careful and considerate directorial oversight of the service delivery managers to ensure they can provide a positive client and staff experience even in the most difficult situations Build relationships with clients ensuring that they have a clear and consistent experience including escalation management. Manage escalations to Client Management or the Leadership team as needed. Develop a keen sense of hisher audience and ability to switch language, focus and context on a continual basis as they deal with different groups of stakeholders daily Encourage staff to be cognizant of the larger business picturecontext around service-related issues and manage appropriate flexibility with internal process and procedure to serve clients. Cultivate relationships internally and externally to get the best out of the team and deliver amazing client service experience for the clients using all available resources Hire right personnel for the right teams as NuMSP grows Continually improve metricsreports on services delivery performance and issue resolution times. Leverage the performance metrics and development teams to buildimprove the delivery platform to drive improved behaviors and performance. Provide data reports and analytics to SD, NUMSP Leadership and other departments as needed Maintain regular check-in and initiative meetings with SD Managers and SD Leads Ensure performance management system deliverables are adhered to Ensure that Initial staff onboardingprocess policy training is kept up to date and efficient Provide guidance to SDM s to ensure sufficient staff coverage, especially during peak client request times. Complete assigned NUMSP Book of Work (initiatives) andor delegation of said items to SDMs. Full Change management implementation Coach all SD staff members on how they fit into the bigger picture of the company goals and expectations Continually improve real-time dashboard views of all issues on hand as well as customer reporting to highlight performance achievements andor areas needing improvement Work with SDMs in ensuring proper and complete documentation of technical documents and practices Oversee implementation and development of projects and ensure customer satisfaction. Act as the final point of accountability for ensuring quality, timely and on budget delivery of projects Building and maintaining relationships at all levels internally and at the client s organization Manage a team of engineers, to ensure efficiency and completion of project goals Live, breath and teach agile framework Maintain awareness of the clients needs and project parameters so that implementation activities do not interfere with business operations Identify potential risks to the clients on-going operations. Develop plans and measures to minimize and mitigate the potential risks Prepare and present regular project status reports internally and directly to MSP clients People development To the extent possible retain top performers to drive future growth. Foster Inclusion and Diversity in the organization. Contribute to the development of our practice and our people. Leading team members to develop critical relationships by demonstrating and promoting effective relationship building throughout the company, with internal staff, subcontractors, and vendors. Directly engage in staff development along with addressing and resolving all staff issues as they arise. DESIRED SKILLS AND QUALIFICATIONS Minimum 7 years' experience with increasing Tier 2 Tier 3 service center management responsibilities within the technology services industry. Global experience with post-sales client service in a 24X7 environment preferred. 5+ years managing teams such as Help Desk and NOC, MSP experience required Professional Services 7 years (Required) Managed Services 7 years (Preferred) 10+ years in a technical role (required), with a solid foundational understanding of networks (data + voice), client devices (PC and Mac), server configurations, voice systems and business software 5+ years experience with typical MSP stack tools ConnectWise, BrightGauge, Kaseya, ITGlue Strong Microsoft Office skills, especially Excel, are required Prior experience working in Education or in an academic setting is a plus Bachelor s degree required, Masters or MBA preferred Superb verbal and written communication capabilities are a must Meticulous, even excessive attention to detail Exceptional organization skills both with physical items and virtual data Well-motivated, driven to succeed and grow in a fast-paced and competitive setting Can handle multiple tasks with clear sense of ownership and priority Self-motivated and high level of enthusiasm Excellent written and verbal communication skills Strong analytical and writing skills Take a personal interest in, and responsibility for quality of work delivered Ability to pay close attention to detail while multitasking Ability to quickly learn new technologies and adapt to rapid changes Appreciate technology and interest in learning Possess an understanding of various network management systems, web applications, databases, network security, alarm processing protocols and remote network connectivity schemes and configurations. ITIL V3 Foundations, CompTIA A+, Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), or related certifications preferred. Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management such as ServiceNow and cloud based technology systems. References are required to be furnished for consideration

Keywords: Anew Recruit, Clifton , Director of IT and Operations, Executive , Clifton, New Jersey

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