Manager, Technical Solutions

Manager, Technical Solutions

Responsible for leading front line team who provides quotes to customers.  Works with team to implement SOPs to ensure all quotes are accurate, timely and meet customer needs. 

 

Responsibilities:

• Responsible for coaching and leading direct team as well as all people leadership responsibilities. 
• Provide leadership/direction and maintain responsibility for training new and existing team members, providing ongoing support and development. 
• Responsible for analyzing customer situations and implementing solutions. 
• Implement and provide feedback on process strategy and associated standards.
• Implements SOPs, rates and SOWs across teams and ensures consistent execution on all. 
• Build strong partnerships with key stakeholders including sales and delivery teams.
• Manage escalated issues through effective problem resolution, producing and maintaining Service Improvement Plans where required.
• Responsible for implementation of change management processes and activities, including the transition of new services into the business and the coordination of departmental resource(s), communicating to key stakeholders as appropriate.
• Continually monitor and review the performance of services, customer feedback and internal activities, driving continuous improvements and a high performing culture.
• Other duties as assigned.

 

Basic Qualifications:

• Bachelor's degree required.
• 5-7+ years of experience.
• Strong organizational and project management skills.
• Expertise in utilizing key metrics to evaluate and to recommend best practices.
• Consistently practices strong organizational, communication, negotiation, and problem solving skills.
• Baseline level of business acumen.
• Baseline understanding of the IT lifecycle.
• Must have excellent written and verbal communication skills including the ability to listen, persuade and influence others and liaise directly and confidently with key internal and external stakeholders.
• Ability to develop a team approach and provide clear direction to a group or individuals to achieve key objectives.

 

Preferred Qualifications: 

• 1-3+ years' leadership experience.

 

 

Travel: 

• 10%