Technical IT Support Manager

Position Overview

The Technical IT Support Manager integrates into the client’s environment and gains the institutional knowledge to drive the success of service delivery and client objectives. Incumbents will be experienced in IT solution implementation, resource management, senior management level communication, continuous improvement, and service delivery performance.

 

What you’ll do at Insight

• Work within and integrate into the Client environment to gain institutional knowledge.
• Build and maintain key relationships both at Insight and within the Client environment.
• Meet, communicate, and update often with key stakeholders (internally and Client side).
• Hold internal and Client-facing status meetings that report on performance, issues, and continuous improvement.
• Utilize Insight's continuous improvement methodology; define and implement continuous improvement opportunities.
• Develop and submit reports per agreed-upon format and frequencies.
• Manage contractual expectations such as SLA adherence, scope, and customer satisfaction.
• Maintain and uphold program and client processes and procedures.
• Analyze and resolve escalated project issues that have the potential to jeopardize the ability to meet agreed-upon deliverables.
• Coordinate internal team member activities so that their deliverables are seamlessly integrated and delivered on a timely basis.
• Provide technical oversight for projects and provide Project Management expertise where required.
• Resource management (interview, development, utilization, escalation, behavior, and performance); quarterly and annual reviews.
• Manage and mentor team member performance, including the reinforcement of Insight corporate initiatives.
• Hold proper knowledge and certifications to handle technical issues escalated by team members.
• Position requires travel to customer locations (est. 5% - 10%) in the US. Must be able to accommodate a flexible travel schedule and attend meetings/client visits within the assigned geographic territory and other locations as assigned.
• Build and lead teams in virtual and matrix reporting structures.
• Make decisions that impact profitability, scope attainment, and/or client satisfaction.
• High standard of professionalism and trust.
• Ability to bring order to unstructured environments and processes with a goal to mature the program and solve Client pain.
• Enthusiastic about assuming responsibility and accountability.

 

What you’ll need to join Insight

• Bachelor’s degree in Computer Science or a related field. Experience may be used in lieu of educational requirements.
• At least 5 - 7 years of technical and management experience in the IT services field required; and/or equivalent combination of training and experience.
• Experienced with identifying opportunities to provide solutions to address client needs.
• Able to develop scope of works and costing models.
• Ability to understand client policies and the terms and conditions of a master service agreement; understands their relationship to the scope of work.
• 7+ years of experience in service implementation (projects) and operations of IT solutions with respect to scope, SLA, budget, and client satisfaction.
• PMP, ITIL, and/or other measurable service delivery credentials.
• Ability to handle multiple projects simultaneously and efficiently.
• Experience with formal quality initiatives and change management.
• Ability to utilize a governance/measurement methodology to report scope and SLA attainment.
• Assist in development and management of continuous improvement plans and roadmaps designed to mature a program's value and efficiency over the course of the contract.
• Aptitude for pr