Manager : Professional Services

Overview

The Manager, Technical Services is responsible for delivering client IT services by coordinating incident and problem identification and resolution to keep infrastructure and systems operational.

What you'll do

• Coordinate proactive identification and resolution of technical incidents and problems to restore client services.
• Manage lines of support for complex incidents, requests, events, and/or problems.
• Assist with planning, building, and supporting technology solutions to achieve service outcomes.
• Ensure service level agreement conditions are not missed and work toward client satisfaction.
• Manage and coordinate initiatives to solve client problems and handle complaints/major incidents requiring intervention.
• Ensure client-site assigned infrastructure is configured, installed, tested, and operational.

What you'll need

• Advanced knowledge of technical services, IT service management, and related technologies.
• Advanced understanding of IT domains including infrastructure, cloud services, cybersecurity, application management, networks, data center, and collaboration.
• Excellent client-facing and communication skills to build and maintain client relationships.
• Advanced management qualities to inspire and mentor a team.
• Ability to analyze data and produce reports to recommend resolutions.
• Advanced knowledge of ITIL practices is desirable.

Details

• Workplace type: Hybrid Working.