The SSCS Service Manager is the person charged with ensuring that SSCS service delivery efforts to our clients are above standard and in compliance with our contractual terms with our clients. The Service Manager must always stay current on all client related service delivery activities and ensure that SSCS has the resources required to meet all contracted client related service activities. This position requires someone who can manage the execution of IT projects, make sound business decisions, the ability to be charismatic and help foster a positive and productive results oriented relationship with all customers, peers, coworkers, contractors, and vendors.
Main Job Tasks and Responsibilities
• Provide operational support.
• Maintain IT site plans
• Ensure that the quality of hardware repairs (break\fix) and IMACs (installs, moves, adds, and changes) complies with SSCS standards and customer requirements.
• Provide management and status reports to corporate office and management.
• Provide information necessary for capacity planning and analysis.
• Provide IT business advice.
• Provide technical consultation and advice.
• Report service concerns and none conformance to corporate office.
• Develop emergency, recovery, and contingency service delivery plans.
• Must ensure availability of customer data in compliance with security policies.
• Completes and or assists with special projects as assigned by manager.
• Key Competencies
• Strong analytical and problem solving skills.
• Strong written and oral communication skills.
• Working independently with little supervision.
• High energy level.
• Self-motivated and team player.
• Multi-tasking and strong work ethics.
• High professionalism.
• Stress tolerance.
• Flexibility and adaptive.
• Ability to work for long hours.
• Excellent time management skills.
• Ability to work under pressure.
• Working under tight schedules.
• Positive thinker.
• Continuous learner.
• Quick learner.
• Working knowledge of corporate policies and procedures.
• Planning and organizing skills.
• Prioritizing ability.
• Problem assessment and problem solving skills.
• Customer service oriented.
• Teamwork is ESSENTIAL.
Minimum Qualifications
• Needs 5 + years of experience with at least 2 of the following manufactures: HP, Dell, Sun, and IBM (in the server line)
• Experience with SAN ? Storage Area Networking (Mcdata, Brocade, Cisco, Netapp, EMC, Hitachi)
• Able to deal with a variety of internal and external customers professionally and cheerfully, even under pressure.
• Able to travel assigned region to monitor and track service delivery efforts at each site in the assigned region.
Education and Experience
• 5-10 years of experience in an IT Service Management role.
• One or more of the following IT networking technical certification(s): Microsoft MCSA, MCSE, MCITP, CNE, Cisco CCNA or CompTIA's A+ or Network+, Sun Certified SCNA, Linux Professional Institute
• IT degree (computer science, information technology, computer engineering, information system management, or even a trade school program) preferred.
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