The Technical Services Manager will provide engineering and operational network support to engineer, implement, monitor, operate, and maintain the network infrastructure to meet the SLA requirements of the organization. They will also be responsible for developing industry best practice processes and procedures for engineering, and operations of the network infrastructure. The Technical Services Manager is also instrumental in managing and providing support to all company personnel in the areas of daily help desk tasks, training, and project management. This includes managing the personnel and operations of the Help Desk as well as developing, analyzing and responding to data regarding user’s needs for additional training, tools or support. This position creates all end-user documentation and designs or recommends training based on analysis of user problems reported through calls or surveys.
- Develop, publish and manage against service level agreements (SLA’s) which set expectations for timeliness and completeness of IT’s response to specific types of problems. Design procedures and manage resources to ensure ongoing compliance with SLA’s.
Help Desk Management:
- Manage help desk personnel (and any outsourced resources). Monitor performance/productivity. Ensure they have adequate training, Enterprise IT service skills, and are providing excellent service to end users.
- Maintain and administer Help Desk software system, including on-line “knowledge-base” and decision tree features. Train new Help Desk and other IT employees on the use of the Help Desk system.
- Supervise handling of help desk tickets to ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved appropriately.
- Provide hands-on management, mentoring and coaching of the helpdesk support area to ensure the highest-level of internal client satisfaction.
- Inspire client confidence in both technical abilities and service attitude of the helpdesk.
- Analyze help desk call reports, surveys and other data to identify patterns of equipment failure, software problems or user training needs. Investigate, develop and implement systems or training solutions to reduce incidence of these problems. Provide monthly reporting of all calls received.
Provide LAN/WAN infrastructure technical support:
- Configure routers and associated network equipment
- Install and troubleshoot network hardware as needed
- Provide technical support to remote sites - analyze reports of systems problems
- Provide tier 3 support
- 5-7 years experience
- Analytical experience in PC/LAN environment, Enterprise IT service experience, experience with systems support packages and Help Desk Design