Technical Service Manager (Working Onsite in Greensboro)
February 5, 2018
Greensboro, North Carolina
Full Time - Experienced
The Technical Services Manager is responsible for the day-to-day delivery of quality technical support to APEX internal and external customers within agreed SLAs, troubleshooting and resolving IT issues, and ensuring 24/7 operation of network and systems.
Improve customer service experience, create engaged and satisfied internal and external customers.
Take ownership of customers issues and follow problems through to resolution.
Set a clear mission and deploy strategies focused towards that mission.
Ensures acceptable levels of performance in networked systems. This task involves a high degree of technical knowledge and effective management procedures within the Technical Services Team.
Conducts capacity planning. Develops procedures to measure the capacity for network devices and hosted applications relative to current and future activities. Based on these measures, coordinates the acquisition of additional resources.
Works with Purchasing to coordinate the ordering, receiving, and payment activities related to the acquisition of new technology.
Maintains technical and operational documentation on the all aspects of IT.
Manages the 24x7 support with help desk and enterprise support.
Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.
Direct and coordinate a team of tech support specialists/help desk technicians.
Prioritize IT-related problems as they are reported and escalate when necessary.
Assign problems/tasks to technical support specialists.
Analyze situations and determine resources needed to solve them. Make decisions quickly, often with limited information.
Follow up with internal and external customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.
Monitor Technical Support queues always ensuring all tickets are responded to and resolved within SLA’s.
Ensure that support requester is updated on the progress of resolving their case.
Knowledge of: HP-UX, Windows, and Linux servers and network operating systems; wide area networks, telephone systems, internet services, exchange, office 365, web services and other hardware and a variety of software with project management skills.
Desktop image management.
Remote control software.
Experience with a help desk ticketing system is a must.
Experience (Years and types):
Seven years of responsible professional experience in supporting/managing complex networked systems and an enterprise IT Support.
Experience with windows desktop and server operating systems with support/troubleshooting enterprise applications.
2-3 years of team management experience with handling desktop/helpdesk/systems/network support teams.
Experience successfully delivering support against formal service level requirements.
Experience working in a fast paced, cross-functional environment.
Education Levels/Credentials (Degree types and Emphasis):
A bachelor’s degree in computer science or electrical engineering is required; an MBA in information management is desirable.
Prefer someone with appropriate project management and/or tech support management certification.
Skills and Abilities and Other Characteristics:
Effective verbal and writing skills, excellent interpersonal skills, supervisory and management skills, and a willingness to work long hours, if necessary.
Need a problem solver. Want someone with a positive, take-charge attitude.
Strong technical support ability and aptitude in a distributed computing environment which includes supporting end user desktop applications and tools.
Establish and maintain effective working relationships with internal and external personnel at all levels; must be customer focused.
Physical Work Environment:
About APEX Analytix
APEX Analytix is the fastest growing provider of audit technology and services. We currently serve more than 250 companies across all geographies and all industries. Taken together, these companies generate nearly $4.5 trillion in annual revenue, and we do everything we can to help them preserve it.
When you join APEX, you’ll join a globally diverse and respected industry leader. You’ll also become a member of a company culture that encourages positive work/life balance, provides exceptional education, training and developmental opportunities, rewards high achievement, and delivers unsurpassed customer service