Rapidly growing IT Managed Services Provider, Netology, LLC is hiring an experienced Technical Services Manager. Join our team and provide managed IT services to a wide variety of businesses across Fairfield, New Haven and Westchester Counties. If you possess proven technical ability in a Microsoft environment, Netology (http://www.netologyllc.com/) could be the place that you can have maximum impact.

At Netology we understand that managing the use of technology is critical to the success of every business.  We deliver turnkey technology solutions designed to serve business needs. We provide comprehensive managed services including server/network monitoring, help-desk support, maintenance and backup. We also deliver cloud computing and hosted application services directly from our data center. The ideal candidate will enjoy technical challenges, customer focus, and work in a fast paced, collaborative and professional environment.

The Technical Service Manager manages the technical support services team and is accountable for the delivery of managed services to ensure that our clients are receiving the appropriate service level. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of client service requests; including the monitoring, tracking, and coordination of help desk functions.

We offer a generous compensation package. Salary is commensurate with experience ranging from $60,000 to $100,000 (depending on experience) annually plus a company-wide profit sharing plan:

• Laptop computer and cell phone
• 15 paid days off (including vacation, sick and personal days)
• Health insurance
• Continuous training

MANAGERIAL RESPONSIBILITIES

• Establish Help Desk service level agreements (SLAs) in consultation with customers to establish problem resolution expectations and timeframes.
• Design request-handling and escalation policies and procedures
• Oversee day-to-day activities of  internal Level-1 and Level-2 support technicians
• Manage interaction with 3rd Party level-1 Helpdesk Service
• Ensure that in-house technicians are utilized appropriately
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct annual performance reviews of internal support staff
• Design training regimens for subordinate staff members that mirror the company’s needs
• Manage existing knowledge base of known issues and resolutions
• Schedule resources to provide appropriate coverage

TECHNICAL RESPONSIBILITIES

Be able to troubleshoot, diagnose and resolve complex network and application issues. Provide resolution to escalated Level-2/3 service issues including:

• Exchange
• Active Directory
• BES, ActiveSync
• SQL
• SharePoint
• Citrix, Terminal Services
• Hyper-V
• iSCSI SAN, NAS
• Backup/Disaster Recovery
• Firewall/VPN Connectivity
• QoS and Routing Protocols
• Provide Pre-Sales support and design services to sales team
• Manage Projects!
• Manage internal and remote support tools

 MINIMUM QUALIFICATIONS REQUIRED:

• Bachelor degree in the field of computer science, information sciences, or related field and/or 5 years equivalent work experience
• MCSE or equivalent certifications or experience
• Advanced support skills within the Microsoft environment
• 5 years experience within relevant IT fields
• Proven customer service skills; highly customer focused, team oriented and results driven
• Excellent oral and written communication skills
• Excellent organizational, analytical project management skills; able to work on multiple projects while meeting deadline
• Readily accessible via mobile phone and email during off-hours
• Exceptional interpersonal skills, with a focus on listening and questioning skills

To apply complete the confidential online application. No calls, faxes or emails will be accepted.