IT Manager

Responsibilities

Manage a team of Senior \ Junior Helpdesk Technicians; work closely with Sales to provide guidance and support for additional cross\up\selling of product and services. Constantly define 360 strategies for customers to safeguard their business from day-to-day activities to escalations and major crisis.

• Work closely with and maintain an extremely positive relationship with Sales personnel and Sales management.
• Have ad hoc and planned meetings with Sales and Sales Management to ensure you are on top of Sales issues, challenges, etc.
• Work with accounting to ensure proper billing of customers and revenue maximization.
• Follow Company technology roadmap to continuously enforce Helpdesk Technicians to meet their training credits goals.
• Actively work to build the best team possible.
• Guide Technicians on Industry Standards best practices based on proven experience.
• Review cases constantly and provide feedback to Helpdesk Technicians.
• Take ownership of HIGH REVENUE cases or EMEREGENCY cases, develop Project Plan, and facilitate work and communication during project. Ideally, you should play more of an auditing function for staff coaching and development but because of case complexity, urgency, staff bandwidth and knowledge you have to get directly involved.
• Stay in contact with sales and accounting resources.
• Ensure your team is leveraging Safari Online, Microsoft, Ingram Micro resources.
• Actively work with the team to build checklists and populate knowledgebase.
• Review fixed customers’ 360 Strategies (Monitor Network, Data , Backup, Crisis Management, Business Continuity Plans, Disaster Recovery Plans)
• Ensure implemented processes can be monitored for adoption and effectiveness.
• Ensure that all cases are filled out after a job is performed, and CRM Network Handbook properly updated.

Requirements

• Candidate must possess highly developed oral and written English Communication skills
• Ability to establish good relationships with internal and external customers
• 5 years IT or Service related leadership experience
• Good project management skills
• Candidate must have hardware and software expertise in order to handle escalations
• Ability to encourage, mentor and lead the team to successful fulfillment of the project
• 4 years experience in Microsoft Technologies (preferrably with Microsoft Certifications)
• Candidate must have client relations experience
• Good understanding of the business'' financial and operations side specifically returns on Investment, expense and capital budgets

Job Package Details

This is the compensation package for this job opening:

Above all we offer a fun, dynamic and highly professional working environment where we provide you with the training, skills and international exposure to become a more powerful player in the global economy!

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Send your resume to join@microsourcing.com and kindly write the position you're applying for as the subject of the message. In your email message you could highlight some of your qualifications as well as your current and expected salary.

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