Highlights
You'll make sure the tools and methods your team uses keep customer technology running efficiently, build and own the processes behind day-to-day support for managed services customers, and lead the service delivery team in meeting its goals with an outstanding level of customer care. We are seeking a hands-on, service-driven leader to serve as our IT Support Center Manager, running the IT help desk that supports both managed and non-managed customers.
Numbers & Facts
| Location | Latham, NY |
| Job Type | Full-time |
| Industry | Staffing/Employment Agencies |
| Salary | $105,000–$125,000 Per Year |
| Year Founded | 1994 |
| Headquarters | Latham, NY, US |
| Website | http://fuscopersonnel.net/ |
Description
We are seeking a hands-on, service-driven leader to serve as our IT Support Center Manager, running the IT help desk that supports both managed and non-managed customers. You'll make sure the tools and methods your team uses keep customer technology running efficiently, build and own the processes behind day-to-day support for managed services customers, and lead the service delivery team in meeting its goals with an outstanding level of customer care. You'll need moderate technical depth, gained in a role such as help desk technician or engineer, project engineer, or systems administrator. This position is hybrid, based in Saratoga Springs, NY.
Job Responsibilities
• Build and sustain strong, productive relationships with managed services customers.
• Lead the delivery of managed services across the customer base, meeting all service level agreements and raising the customer experience.
• Grow the support organization to meet the business unit's revenue and profitability goals, including the right staffing mix across support tiers.
• Bring enough technical credibility to talk comfortably with customers, judge the quality of your team's proposed fixes, and evaluate productivity tools.
• Create training plans that keep the support team skilled in the technologies they support.
• Oversee both on-site and remote support for managed services customers.
• Make sure every support interaction gets a high-quality, timely response.
• Keep managed customers informed during large-scale IT outages.
• Partner with other team leaders to explore new service offerings and the technology needed to deliver them.
• Watch over customer cybersecurity posture, including patching, backups, and security best practices.
• Track and report on the team's service level commitments and key performance indicators.
• Take part in license purchasing that supports the service delivery team.
• Document and enforce IT policies and procedures for the support team.
• Make sure incident, change, and problem management procedures are followed.
• Develop tools that make customer support more effective.
Qualifications
• A bachelor's degree or higher in computer science or a related field, or an equivalent mix of education and work experience.
• 5 or more years managing a managed services delivery team.
• A record of scaling a managed services delivery team through significant growth.
• Prior hands-on experience as a help desk technician or engineer, project engineer, or systems administrator.
• Solid understanding and strong technical knowledge of current network and client operating systems, hardware, protocols, and standards, including Windows and cloud platforms such as Microsoft 365 and Azure.
• Demonstrated experience managing staff and budgets.
• Industry experience developing enterprise infrastructure solutions.
About Company
Fusco Personnel is an award winning Recruiting Firm and NYS Certified Women Business Enterprise (WBE) serving the Capital Region since 1994. We specialize in executive searches, mid-level recruits, human resources consulting, as well as, temporary/contract and temp-to-hire staffing.
Fusco Personnel’s areas of expertise include information technology, finance, sales, human resources, accounting, engineering, bio-tech, clinical/non-clinical healthcare, and administrative/clerical personnel.
Our superior service combined with our highly qualified, vetted candidates set us apart from other firms. There is never a fee to applicants.