Key Responsibilities:o Lead and manage a POD with Team Leads and Technical Support Engineers, providing guidance, coaching, and support.
o Provide delightful customer service and support for our clients.
o Conduct regular 1:1 meeting to confirm Employee Strategic Plans are on track, coach through technical, process, and people challenges.
o Use ConnectWise and/or other reports as part of day-to-day management to oversee and assure the quality and quantity of workflow.
o Perform board reviews and ensure escalations and tickets are progressing towards resolution.
o Frequently mention and discuss, and be a role model of, Inspiroz culture cornerstones and our Professional Standards.
o Recognize Team Members for positive behaviors and outcomes.
o Additional duties as required.
o Know how to use these tools: ConnectWise, N-able, ITBoost, and BrightGauge.
o Have frequent and ongoing communication and collaboration across with teams.
o Use data to measure and analyze team productivity, workload, tasks, procedural and system performance and provides technical analysis.
o Serve as a point of contact for escalated client issues, ensuring timely communication and resolution.
o Build and maintain strong relationships with clients and employees, understanding their needs and expectations, and working proactively to address them.
- Education: The successful candidate should have a bachelor's degree in a technology related field or equivalent certifications.
- Experience: The successful candidate should have at least 2+ years of experience in a client and team management position. Be able to demonstrate experience leading teams and providing technical oversight to a team.
- Knowledge, Skills, and Abilities: The successful candidate will have:
o Understanding of ITIL framework and service desk best practices.
o ITSM Tools (ConnectWise preferred)
o Windows and MAC OS knowledge
o Active Directory
o Networking equipment and concepts
o Excellent customer service skills
o Excellent leadership skills
o Excellent relationship-building skills
o Excellent verbal and written communication skills
o Extensive knowledge of the IT industry and previous MSP experience
o Ability to consistently communicate with Clients outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
o Ability to communicate technical concepts to technical and non-technical users.
o Ability to adapt and implement new procedures and systems effectively.
o Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
o Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.
A company dedicated to fostering and maintaining a positive and inclusive company culture.
An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions.
A company that is committed to continuous improvement while upholding our core principles and values.
Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges.
A competitive compensation package with generous benefits and bonus potential.
Engaging and diverse technical work performed in a dynamic and fast-paced environment.
Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and skills.
Inspiroz provides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.
Job Type: Full-time
Pay: 60,
- 00 - 80,000.00 per month
Jadwal: - Fixed shift
Monday to Friday Rotational shift
Tunjangan:
* Paid time off
Experience:
- total work: 8 years (Required)
Work Location: In person
