Computacenter · 15 hours ago
IT Team Manager
Indianapolis, IN
Full-time
Onsite
Entry, Mid Level
2+ years expComputacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. They are seeking an IT Team Manager to operationally manage employees and teams, ensuring quality service delivery while also focusing on customer satisfaction and relationship management.
CRMHardwareInformation TechnologySoftware
Responsibilities
You will operationally manage employees and teams at a work package level in a Contractual Services deal
You will also act as the first point of contact for technical content for onsite service personnel and customers in this area of responsibility by ensuring efficient and quality-assured service delivery of entire work packages as well as IMAC or Break & Fix services
You will be required to support responsible teams in case of technical problems, e.g. in route cause analysis, and provide suggestions for continuous improvements on an operational level (ticket/request level), taking customer satisfaction into account
You will assess and assign up customer complaints or risks in service delivery and forwards them to the responsible parties with a high sense of urgency
Possess knowledge of all key contacts/stakeholders for ensuring service delivery in the medium term – Provide support to the Service Management & Delivery Lead in following or further developing the CC customer strategy – Will advises the customer on an operational level to continuously develop SOPs / procedures
Implement operational measures to increase customer satisfaction
Independently check whether the measures introduced increase customer satisfaction
Provide feedback to service management/delivery leadership if necessary
You will receive, process and respond to customer complaints in accordance with defined complaint management
For playing your own role in opportunity governance
For operational control and quality assurance of work packages
To ensure the following aspects of service delivery:
Adherence to contract and process specifications (scope of service, service level, processes, SOPs)
Complete and timely recording of special services
Correct and timely maintenance of ticket and asset data reporting
To support - if necessary - in solving technical problems in their own area of responsibility
To control and file acceptance protocols, service reports etc
For warehouse management for all onsite warehouses (incl. reporting of stock changes, access controls, coordination of acceptance of Deliveries, ...)
For control and management of all rooms and spaces used on site by CC
To identify and implement optimization potential at operational level about efficiency and effectiveness at work package level
To carry out operational change management, identify changes and deviations in the contractual services owed and initiate a "change" in their own area of responsibility
Participation in the Change Advisory Board (CAB), if applicable
To ensure adequate staffing of the assigned support team as the basis for SLA-compliant and efficient service delivery
This includes deployment planning (creation of resource, deployment and shift plans, substitution and succession planning)
For recording and forwarding escalations to the customer, identifying risks in service delivery at an operational level, as well as assessing and forwarding technical information as appropriate
You will be responsible for the operational management of internal and external employees as well as management of Internal Service Provider (ISP)
You will be required to integrate new employees into a new or existing operational situation
In your role, you will communicate procedural instructions to support teams and serve as first point of contact for less experienced colleagues
There will be No disciplinary responsibility
Customer-specific qualification of the support team employees (customer specifics, contract scope, processes, SOPs)
Support the ISPs in the human resources development process Identification of potential and targeted development and promotion
Implement and ensure the sustainability of the deal-specific operational governance (role, communication and reporting structure) with the onsite team
Establish and maintain a partnership relationship with all relevant levels and interfaces (ISP, external partners, client) according to the governance model
Ensure close liaison between Computacenter HQ and the MS site, playing an active role in the Managed Services Operations community
Regularly reviews the performance of the delivery networks (external partners, ISP) based on Standard Operating Procedures (SOP) and initiates measures for improvement if necessary
Qualification
Required
At least 2 years of professional experience
You will have operational and management experience and knowledge
Operational management of internal and external employees as well as management of Internal Service Provider (ISP)
ITIL Foundation Certification
You will be able to communicate to appropriate levels
You will be able to articulate, to the appropriate level of detail, three core Computacenter principles, Know Your Company; Know Your Customer; Know Your Contract
Adequate ability to lead a support team
Ability to perform very well even under high pressure
Appropriate, professional appearance and appearance
Ability to build and maintain good relationships with relevant levels of the client/team
Good communication skills
High degree of independence and organizational skills
High degree of independent work, commitment and ability to work under pressure
Good decision-making and problem-solving skills
Benefits
Competitive compensation plans
An attractive mix of benefit plans to contribute to your good health
Future financial security
Peace of mind
Company
Computacenter
Computacenter is an IT services company that provides infrastructure, digital transformation, consulting, and managed services.
10001+ employees
H1B Sponsorship
Computacenter has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
unknown2009-10-27Acquired
1998-05-29IPO
Leadership Team
Mike Norris
Group CEO
Jurgen Strijkers
Managing Director
Recent News
2026-01-23
2026-01-23
2026-01-22
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