Service Delivery Manager

About the role

American Technology Services, Inc. (ATS) is a Managed Services Provider (MSP) looking for a talented engineer that likes interacting with people. This is service based company, and this is a client-facing position. The Consultant Client Services position is responsible for fostering meaningful relationships alongside delivering technical expertise to our clients. This position not only addresses technical challenges but also provides strategic advisement for the clients' business objectives to ensure a progressive partnership.

PRIMARY TECHNOLOTIES WE USE 

• Microsoft Azure and other cloud IaaS solutions 
• Routers & routing protocols, specifically Cisco / Meraki
• Firewalls and security concepts, including IPsec VPNs and remote access VPNs 
• Enterprise wireless technologies
• VMware and other virtualization applications with shared storage (iSCSI) 
• Microsoft Office 365, Microsoft Exchange, Azure and Linux
• Dell and HP Workstation/Server Hardware 

What you'll do

• ESSENTIAL DUTIES AND RESPONSIBILITIES 
• Provide dedicated on-site support for a clients’ network & infrastructure
• Continuously analyze the existing hardware, software, and network capabilities and consult with client management and other relevant departments to create recommendations for the client.
• Consult with systems and users to gather information about needs and requirements to improve the system's efficiency when they provide innovative solutions to their requests.
• Assist on projects of various technologies, including infrastructure cloud migrations, network refreshes, and virtualization refreshes
• Ability to work individually and in team environments both internally and with clients
•  Assist with the troubleshooting and analysis of servers and networks systems
• Ability to multitask and to manage competing priorities effectively across multiple customers, ensuring on-time completion of action items
• Creating and maintaining client environment documentation
• Additional requirements may exist if offer of employment is extended
• Familiar with backup solutions
• Highly proficient in communicating with end-users
• Occasional after-hours dispatch may be required

PHYSICAL REQUIREMENTS 

• Ability to travel to client site daily
• Sitting for extended periods of time
• Must be able to move around in an industrial manufacturing location
• Dexterity of hands and fingers to operate and handle computers and components

Qualifications 

EDUCATION AND EXPERIENCE 

• Bachelor’s degree in a related field with more than 5 years equivalent experience
• Must have working knowledge with technologies such as O365, Azure, Active Directory, Cisco, Windows Servers
• Microsoft, Cisco, VMware or other technical certifications always a plus 

• Experience in the Managed Services Sector is a plus 

SKILLS 

• Proven customer service and problem-solving skills, working directly with clients 
• Proficient analytical skills with good verbal/written communication
• Excellent documentation skills
• Ability to identify and document IT needs and/or vulnerabilities based upon best practices
• Service-oriented with the ability to build solid relationships and become a trusted advisor to clients
• Gain and maintain awareness of the client environment, culture, challenges, and areas for improvement
• Assist end-users through new set-up instructions / proceedures