Technical Services Manager
Alpha Technologies is seeking a Technical Services Manager.
We are a business technology focused company with our corporate office located in Hurricane, WV.
Our comprehensive offerings allow clients to focus on their business while we manage their technology.
The Technical Services Manager will support the Chief Operations Officer by managing all technical service staff, including help desk technicians and engineers, to improve the productivity and efficiency of operations.
Essential Functions:
Supervise and coordinate the operations of technical staff to ensure proper resolution of company/client problems Ensure employees maintain accurate ticket creation and resolution in Company help desk system (Connectwise); including accurate and appropriate ticket escalation to the next level as required Ensure employees monitor customer computer/network environments and record incidents in help desk system Provide hands on training for the technical service staff to ensure a competent and effective workforce Be a liaison between the technical service staff and other departmental heads to develop tactical plans for the delivery of professional services Asssist in the development and implementation of policies and procedures for the performance of work operations Ensure availability of work tools, machines, and other necessary equipment required for the successful performance of job duties Mentor and motivate technical staff to deliver timely and high quality services to customers Monitor call queues to ensure adequate staffing levels maintained for 24x7 operations Approve timesheets for the technical staff and effectively manage their time (i.
e.
paid time off (PTO), etc.
) Enforce Company policy and operations procedures With the guidance of Human Resources and the COO, discipline employees when necessary according to the Company progressive discipline policy Assist with interviews and recruiting efforts of prospective employees Comply with the requirements of applicable certifications, legal and regulatory requirements, standards, and the Information Security Management System ADDITIONAL
Responsibilities:
Special project coordination assigned by management Flexibility in schedule to provide coverage, participate in an on call rotation General housekeeping duties Overtime as required Other duties as assigned EDUCATION/EXPERIENCE Education:
High school diploma or GED required.
5
years of related work experience.
Certifications are a plus Experience Requirements:
Previous experience in management a plus BASIC SKILLS Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Learning Strategies Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Mathematics Using mathematics to solve problems.
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Science Using scientific rules and methods to solve problems.
Speaking Talking to others to convey information effectively.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
SOCIAL SKILLS Coordination Adjusting actions in relation to others' actions.
Instructing Teaching others how to do something.
Negotiation Bringing others together and trying to reconcile differences.
Persuasion Persuading others to change their minds or behavior.
Service Orientation Actively looking for ways to help people.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
WORK ACTIVITIES While performing the duties of this job, the employee is frequently required to sit and occasionally required to stand.
The employee must frequently lift and/or move up to 50 pounds.
COMMUNICATION Requires telephone conversations Requires use of electronic mail Requires writing letters and memos Requires face-to-face discussions with individuals or teams Requires contact with others (face-to-face, by telephone, or otherwise) CONFLICT Requires dealing with unpleasant, angry, or discourteous people Includes conflict situations IMPACT OF DECISIONS Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization Requires making decisions that impact the results of co-workers, clients or the company Mistakes are not easily correctable and have serious consequences Opportunity to make decisions with minimal supervision PACE AND SCHEDULING Requires meeting deadlines PERSONAL CHARACTERISTICS Must be self-directed to accomplish goals but function as part of a team; willingness to interact/work with people of diverse cultures, races, and/or nationalities.
Must have excellent verbal and written communication skills.
OTHER FACTORS Motor vehicle record check(s) required for company vehicle.
Must pass back ground check and drug screening.
THIS SECTION TO BE COMPLETED BY EMPLOYEE AND SUPERVISOR AT TIME OF HIRE AND WHENEVER A REVISION OCCURS.
THE ORIGINAL WILL BE MAINTAINED IN THE EMPLOYEE'S PERSONNEL FILE.
Recommended Skills Active Listening Communication Corrective And Preventive Action (Capa) Critical Thinking Decision Making Finance Estimated Salary: $20 to $28 per hour based on qualifications.
We are a business technology focused company with our corporate office located in Hurricane, WV.
Our comprehensive offerings allow clients to focus on their business while we manage their technology.
The Technical Services Manager will support the Chief Operations Officer by managing all technical service staff, including help desk technicians and engineers, to improve the productivity and efficiency of operations.
Essential Functions:
Supervise and coordinate the operations of technical staff to ensure proper resolution of company/client problems Ensure employees maintain accurate ticket creation and resolution in Company help desk system (Connectwise); including accurate and appropriate ticket escalation to the next level as required Ensure employees monitor customer computer/network environments and record incidents in help desk system Provide hands on training for the technical service staff to ensure a competent and effective workforce Be a liaison between the technical service staff and other departmental heads to develop tactical plans for the delivery of professional services Asssist in the development and implementation of policies and procedures for the performance of work operations Ensure availability of work tools, machines, and other necessary equipment required for the successful performance of job duties Mentor and motivate technical staff to deliver timely and high quality services to customers Monitor call queues to ensure adequate staffing levels maintained for 24x7 operations Approve timesheets for the technical staff and effectively manage their time (i.
e.
paid time off (PTO), etc.
) Enforce Company policy and operations procedures With the guidance of Human Resources and the COO, discipline employees when necessary according to the Company progressive discipline policy Assist with interviews and recruiting efforts of prospective employees Comply with the requirements of applicable certifications, legal and regulatory requirements, standards, and the Information Security Management System ADDITIONAL
Responsibilities:
Special project coordination assigned by management Flexibility in schedule to provide coverage, participate in an on call rotation General housekeeping duties Overtime as required Other duties as assigned EDUCATION/EXPERIENCE Education:
High school diploma or GED required.
5
years of related work experience.
Certifications are a plus Experience Requirements:
Previous experience in management a plus BASIC SKILLS Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Learning Strategies Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Mathematics Using mathematics to solve problems.
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
Science Using scientific rules and methods to solve problems.
Speaking Talking to others to convey information effectively.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
SOCIAL SKILLS Coordination Adjusting actions in relation to others' actions.
Instructing Teaching others how to do something.
Negotiation Bringing others together and trying to reconcile differences.
Persuasion Persuading others to change their minds or behavior.
Service Orientation Actively looking for ways to help people.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
WORK ACTIVITIES While performing the duties of this job, the employee is frequently required to sit and occasionally required to stand.
The employee must frequently lift and/or move up to 50 pounds.
COMMUNICATION Requires telephone conversations Requires use of electronic mail Requires writing letters and memos Requires face-to-face discussions with individuals or teams Requires contact with others (face-to-face, by telephone, or otherwise) CONFLICT Requires dealing with unpleasant, angry, or discourteous people Includes conflict situations IMPACT OF DECISIONS Requires making decisions that affect other people, the financial resources, and/or the image and reputation of the organization Requires making decisions that impact the results of co-workers, clients or the company Mistakes are not easily correctable and have serious consequences Opportunity to make decisions with minimal supervision PACE AND SCHEDULING Requires meeting deadlines PERSONAL CHARACTERISTICS Must be self-directed to accomplish goals but function as part of a team; willingness to interact/work with people of diverse cultures, races, and/or nationalities.
Must have excellent verbal and written communication skills.
OTHER FACTORS Motor vehicle record check(s) required for company vehicle.
Must pass back ground check and drug screening.
THIS SECTION TO BE COMPLETED BY EMPLOYEE AND SUPERVISOR AT TIME OF HIRE AND WHENEVER A REVISION OCCURS.
THE ORIGINAL WILL BE MAINTAINED IN THE EMPLOYEE'S PERSONNEL FILE.
Recommended Skills Active Listening Communication Corrective And Preventive Action (Capa) Critical Thinking Decision Making Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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