Technical Manager - IT Infra
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Job Summary
- Supervise and provide mentorship to the team of technical support engineers and systems administrators fostering professional growth and ensuring that all service-level agreements (SLAs) are met with high standards of client service.
- Direct the technical operations team in delivering comprehensive managed IT services guaranteeing adherence to client requirements industry standards and the organizations internal guidelines.
- Oversee and manage the incident escalation process ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
- Continuously develop and enhance operational processes to improve service efficiency uphold consistent delivery standards and ensure compliance with ITIL best practices.
- Serve as the primary liaison for key client accounts handling escalations with professionalism and facilitating proactive communication and detailed reporting to maintain high levels of customer satisfaction.
- Administer change management protocols by ensuring that all infrastructure and application modifications are documented authorized and communicated according to established policies and industry best practices.
- Measure and report on critical performance indicators (KPIs) including response times resolution times and client satisfaction. Use these metrics to pinpoint areas of improvement and optimize service quality.
- Coordinate with various departments such as project management sales and product development to meet client needs align expectations and devise innovative service solutions.
- Establish and manage operational budgets ensuring resource allocation aligns with demand while maintaining a focus on cost-efficiency and maximizing value.
- Contribute to strategic planning initiatives identifying opportunities to enhance service offerings and supporting the development of new managed services to meet emerging client needs.
- Ensure all operations comply with regulatory requirements internal policies and risk management guidelines maintaining a secure and compliant environment for client services.
- Promote a culture of continuous improvement encouraging team input on operational enhancements and introducing innovative solutions to improve efficiency and client satisfaction.
Key Skills
- Computer Hardware
- IT Experience
- IT Management
- Network Installation
- Vendor Management
- Computer Networking
- Microsoft Windows Server
- Windows
- IT Service Management
- ITIL
- SAN
- Network Architecture
