Summary
Responsible for supporting and directing the Managed Services Network Operations Center's day-to-day operations, core processes, and procedures. Accountable for workflow process management and escalation of service-affecting/related issues for all shifts; supports Managed Services (MS) customers, vendors, and related departments. Oversees technical operations team activities to ensure they deliver excellent service and meet contractual Service Level Agreements (SLAs).
Essential Duties and Responsibilities
Provides daily direction to an IT team of remote staff.
Works with management to ensure sufficient staffing across all business needs, including third parties.
Manages full employee life cycle, scheduling, and personnel development.
Provides audit documentation to relevant parties for audit-related activities.
Ensures assignments of incidents, detections and requests, changes, and resolution within SLA requirements.
Supports management with customer Quarterly Review reports for operational and Service Level Agreement (SLA) reporting.
Updates existing knowledge base documentation and creates new knowledge base articles to assist with troubleshooting.
Responds to escalation issues seven days a week for day and/or night shift.
Participates in an on-call rotation for 24x7x365 support
Assumes the role of Incident Manager for high-impact incidents that impact customer services offerings and drives those incidents to resolution.
Leads shift turnover to ensure all priority incidents are communicated and discussed during hand-off to next shift.
Coordinates and works cooperatively with external partners, internal IT staff, Service Desk, Professional Services groups, and engineers working remotely.
Collaborates with others to brainstorm ideas and strategies to enhance customer experience.
Reports all activities and observations to management and assists in finding a resolution to all outstanding issues.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
Supervises a remote technical team in Logicalis US’ Managed Services department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees, planning, assigning, and directing work, addressing complaints, and resolving problems.
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent combination accepted.
Education:
Associate’s degree in a related field.
Experience / Technical Requirements
3 years’ experience in related areas managing or supervising technical staff, along with 5 years of hands-on IT experience.
Extensive experience working in team-oriented collaborative environments; designing, implementing, and supporting large IT environments and managing change control policies and procedures.
Track record of establishing and improving service levels for infrastructure and service availability.
Experience with remote support and communication in complex environments.
Solid understanding of ITIL v4 processes.
Familiar with customer relations and management
Proficient use of Microsoft Office applications.
Certifications
ITIL Foundation
Along with 2 of the following:
Microsoft Certified Professional (MCP)
Microsoft Certified IT Professional (MCITP)
Red Hat Certified System Administrator (RHCSA)
Linux Certified Administrator (LCA)
Cisco Certified Network Associate (CCNA)
CompTIA A+ / CompTIA Network+
Other Skills and Abilities
Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision; excellent time management skills.
Excellent architecture and technical support documentation skills.
Possesses analytical skills.
Exhibits good leadership skills to guide team members; familiar with management practices.
Understands customer relations with the ability to improve customer experience.
Excellent communication and interpersonal skills; able to communicate at all levels in the entire organization, both written and verbally.
Excellent organizational skills.
Ability to act independently to solve problems.
Exceptional customer service orientation.
Works well with team members and cross-departmentally.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $64,100 to $83,300