PlanIT Group, LLC · 3 months ago
Deputy Installations Manager – Manager, Installations Desktop LAN Technical Support
Washington, DC
Full-time
Onsite
Senior Level, Lead/Staff
12+ years expPlanIT Group, LLC is seeking a Deputy Installations Manager for their Technical Support Manager position located in Washington, D.C. This role is responsible for overseeing customer deliverables, maintaining service level agreements, and leading the installation team to ensure effective technical support for a high-profile government customer.
ConsultingInformation TechnologyManagement Consulting
No H1B
U.S. Citizen Only
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
Qualification
Required
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
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
MCSA, MCSE, SCCM
ACSP, AMIT
PMP
CSM
ITIL v3 Foundations
Company
PlanIT Group, LLC
PlanIT Group is an IT and engineering professional services company which provides top-tier talent to various commercial and government customers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.55M2020-09-24Series Unknown· $3.55M
Company data provided by crunchbase