Deputy Installations Manager - Manager, Installations Desktop LAN Technical Support

Deputy Installations Manager - Manager, Installations Desktop LAN Technical Support

Onsite 100%

We are currently seeking skilled and qualified candidates for their Technical Support Manager position located in Washington, D.C. This position will be responsible for the execution of our customer agreements to install and support a high-profile government customer.

Day to Day Work Responsibilities:

• Oversee customer deliverables required for Installers, Imaging Team, Service Delivery Coordinators, and movers.
• Responsible for maintaining Installations contractual Service Level Agreements (SLAs).
• Ensure that communications to key stakeholders are provided in a concise and timely manner.
• Oversee the processing of incoming tickets for the Installations Team via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.
• Provide superior technical support and service to the customer base community.
• Lead and develop the Installation Team, including hiring, professional development and dedicated project work.
• Design develops, and implement processes, systems, and technology to support and improve the technical support function, including workflow and ticket management.
• Collaborate with cross-functional teams. Work directly with customer base on critical issues and assist with resolution when escalations are needed.
• Assist with the oversight and development, implementation, and administration of the Installation Team staff training procedures and policies such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
• Assist the Installation Manager with reports and presentations.

Basic Qualifications:

• Minimum twelve (12+) years' experience in computer related experience and/or training.
• U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust clearance.
• Minimum seven (7+) years' experience in leading technical teams for IT Delivery and Support.
• Experience as a Technical Lead and/or Technical Manager.
• Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, Android and iPhone, iPad devices.
• Technical understanding of Mobile Device Management (MDM) practices and supporting toolsets such as Airwatch.
• Technical understanding of Microsoft SCCM and Microsoft Deployment Toolkit (MDIT).
• Ability to operate in a fast paced and high stress operations environment while managing multiple streams of work simultaneously is required.
• Track record of delivering results, setting strategy, and leading a large volume and high-profile customer; including influencing stakeholders and managing cross-functional projects.
• Ability to operate simultaneously and effectively in both tactical and strategic modes.
• Ability to create original documentation, to include Architectural and Process Flow Diagrams

Preferred Qualifications:

• High threshold for working in an ambiguous, fast passed environment-figuring it out and adapting as you go.
• Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines.
• Strong communicator, ability to concisely communicate complex information. • Results oriented, independently driven, self-motivated.
• Experience training/mentoring less experienced personnel.
• Experience using HP Service Manager and/or ServiceNow.
• Ability to oversee the efforts of direct reporting resources and/or be responsible for the efforts of all staff assigned to a specific job.
• Experience in inventory management

Preferred Certifications:

• MCSA, MCSE, SCCM
• ACSP, AMIT
• PMP
• CSM
• ITIL v3 Foundations