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Technical Service Director

Company: ISG Technology LLC
Location: Oklahoma City
Posted on: September 13, 2020

Job Description:

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Service Director Full Time Management Oklahoma City, OK, US

3 days ago Requisition ID: 1225

Join the fast-growing field of Technology, Cloud and Managed Services solutions as our Technical Services Director in the Oklahoma City market supporting one of the Midwest’s leading technology providers. ISG Technology is uniquely positioned in the market, able to offer hardware/software solutions as preferred partner and integrator of the brand name technology stacks, data center, cloud and IT managed services solutions. This position reports directly to the GM for the Oklahoma City market and works directly with our clients. Now is a great opportunity to join a team that appreciates hard work, is a fun and collaborative culture, and enjoys designing and providing technology and business solutions to their clients

TECHNICAL SERVICES DIRECTOR

JOB SUMMARY: Responsible for resource allocation in and between territories, employee utilization, employee development, and customer satisfaction. This includes coordination and facilitation of technical pre-sales efforts and ensuring seamless service delivery through efficient and effective project staffing.

OBJECTIVES: To forecast needs and manage the technical service department efficiently, smoothly and profitably, while at the same time ensuring we maintain high customer satisfaction levels.

SUPERVISORY RESPONSIBLITIES: Directly supervise technical service staff; responsible for the overall direction, coordination and evaluation of the market’s professional service department. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Direct responsibility for Territory Service P&L and profitability.

· Maintain and advanced knowledge in company-provided projects and services, participating in available training as necessary

· Work closely with Sales to understand and drive sales and services opportunities

· Maintain effective communications between service and sales team members

· Develop and maintain positive vendor and customer relationships

· Manage service plans for select services to increase monthly profits and increase customer touch points

· Allocate and monitor departmental resources, resolve scheduling conflicts and customer satisfaction issues as necessary

· Direct the design and architecting of solutions including development of Proposals, Statements of Work, service delivery proposals, and other necessary service documentation

· Approve project design, estimated hours, and billing rates

· Direct pre-sale and post-sale product support activities

· Oversee project management for the market, working with the Project Manager and/or Service Coordinator or handling projects directly as needed

· Create a project plan, track time, and solve issues that may arise

· Facilitate resolution of technical problems on all supported products

· Ensure service department staff meets standards of utilization and billable hours

· Responsible for the review of and closing of open work orders with the Service Coordinator in a timely manner

· Review and approve billings in a timely manner

· Ensure completion of all required documentation and pertinent data in the CRM systems including ConnectWise and ITGlue.

· Complete management reports in an accurate and timely fashion

· Coordinate technical development and accreditation achievement to support the market and the company

· Work with other TSMs to gain better efficiencies for service delivery

· Maintain and advance knowledge in products and services provided by ISG, participating in available training Other duties as assigned

COMPUTER SKILLS: To perform this job successfully, an individual should have a working knowledge of the Internet; and the Microsoft Office Suite especially Outlook, Word, Excel.

Experience with ConnectWise’s business management tools including help desk ticketing, time tracking & billing, reporting and dashboards is essential

PHYSICAL REQUIREMENTS:

· Some lifting of servers, laser printers, uninterruptable power supplies, computers and similar technology devices (up to 70 lbs.)

· Work environment includes office, indoor and outdoor, client work sites

· Some travel to client sites and meetings; infrequent overnight travel

EDUCATIONAL/WORK EXPERIENCE REQUIREMENTS:

· Technical Bachelor’s Degree, or equivalent experience

· 5 - 7 years’ IT engineering experience

· 2 - 4 years’ experience supervising IT technicians and engineers

Keywords: ISG Technology LLC, Oklahoma City , Technical Service Director, Other , Oklahoma City, Oklahoma

Click here to apply!

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