Technical Support Services Manager

TECHNICAL SUPPORT SERVICES MANAGER

Job Description/Summary:

•Responsible for managing the organization’s technical resources and activities, that meets or exceeds customer requirements associated with end-user computing and telecommunications at an assigned site location.
•Manages a team of IT professionals in completing project implementations related to Site Support functionality, as well as day to day support of infrastructure technologies including servers, network, and telecommunications equipment.
•Provides leadership in the development, implementation and ongoing operation of telecommunications and networking solutions within a call center environment.
•Serves as a point of contact for managing communications between departments with regards to technology needs at the assigned site location. Manages multiple infrastructure projects in a fast paced environment involving planning, organizing, implementing, coordinating and communicating all aspects of assigned projects.
•Serves as an escalation point for all issues within the assigned facility relating to technology. Manages and directs a team of engineers by setting priorities, coordinating activities, and monitoring progress to meet the goals and objectives of end-user project requirements.
•Provides guidance, planning, and adherence to PRC standards and policies. Coordinates inter-departmental communication to resolve critical and non-critical issues.

Job Responsibilities:

Works with cross-functional teams to manage solutions, including integrating various heterogeneous applications and hardware infrastructures.
Manages multiple technical resources responsible for the planning, implementation and ongoing maintenance of projects in a fast paced multi technological telecommunications environment.
Responsible for professional development of a team of technical engineers. Interfaces with all areas affected by the project life cycle.
Documents project scope and objectives, develops detailed work plans, schedules, project estimates, and provides status reports to other support teams and clients.
Ensure adherence to established practices, as well as development and implementation of new policies and procedures.
Administer and manage technical activities involved in the installation, operation and maintenance of hardware and software technologies used in the call center industry.
Manages the integration of external vendor tasks and tracks and reviews vendor deliverables.
Takes overall responsibility and accountability for all technology projects within an assigned site.
Responsible for building and maintaining positive relationships with customers and all internal departments, to deliver a high level of service and system reliability.
Provides strategic direction, leads discussions, and promotes business solutions primarily in writing.
Performs routine and special assignments in support of departmental objectives often functioning across disciplines.
Meets or exceeds departmental metrics as established over time. Must account for time daily in PRC’s Project management/Time reporting system and ensure that all participants in their suite off accounts have their time entered as well.
REQUIREMENTS
•Educational Requirements: 8 to 10 years of combined business, project management, team leadership and IT experience required.
•Bachelor's degree in Information Systems, Computer Science, or related field required.
•Corresponding number of years experience in computing and telecommunications industry may substitute for college course work.
•Preferred experience within the call center industry.
•Minimum 4 years experience as a Desktop Support or IT Manager preferably in a 24x7 operation.
•Technical knowledge of voice technologies in a Call Center environment utilizing Avaya platform preferred.
•Firm understanding of Microsoft products including Office, Windows Server, NT Domain, Active Directory, and Sharepoint technologies in a large corporate environment.
•Experience with multi-tier application environments & system integration technologies.
•Ability to lead a professional team in the maintenance and ongoing operation of a complex suite of technology and telecommunications infrastructures within a call center environment.
•Demonstrated relationship management skills, and ability to interface with external providers, development teams, business partners, and clients. Excellent troubleshooting and analytical skills. Organizational and multi-tasking skills.
•Demonstrate excellent communications skills both verbally and in writing. Ability to communicate technical issues to non-technical people.
•Ability to negotiate and solve conflict.