Job Description

Company Description

Founded in 2002 to provide quality IT advisory, implementation, and management services to the SMB marketplace, Dresner Group has since helped several hundred organizations realize the value of a properly managed IT environment. Since our conception, we have continued to offer experienced professionals and expertise coupled with superior customer service. Today our clients reside in Maryland, Washington DC, Pennsylvania, Delaware, Ohio, Virginia and North Carolina.

We envision our company as a regional leader in the information technology marketplace and strive to become recognized and respected as the premier provider of information technology solutions, consultative services, and support services to small and medium-size businesses. The growth and profitability of our company will be fueled by an intense focus on providing excellence and on fostering complete and customized IT experiences for our clients in a cost-effective manner.

Dresner Group provides a full range of IT services including:

• On-site Services
• Help Desk, 24x7x365
• Cloud Services
• IT Consulting Services

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Job Description

This position is a multi-faceted and dynamic opportunity for a hands-on manager that is looking to be involved in all aspects of technology & service delivery, while managing a team of support technicians. The individual should be a detail and process oriented person, as well as possess solid problem solving skills. In addition, the individual must have excellent verbal and written communication skills to keep our clients, management, and other CST's informed.

Job Responsibilities

oManage the Client Support team, triaging of support requests, and ticket queues.

oScheduling of support and preventative maintenance tickets

oWork with management team to develop baseline support metrics

oDeliver and exceed on all team performance targets

oMaintain and monitor quality service levels

oImprove productivity by highlighting deficiencies and recommending change in tools, training, processes, and reporting

oFacilitate customer resolution for escalated calls and engage the necessary technical support

oResponsible for assuring clients are provided efficient and timely support on a 24x7x365 basis

oPerforms staff scheduling to ensure helpdesk coverage during normal business hours and on-call support as required

oManages the client support staff including consultation on performance evaluations, promotions, hiring, and disciplinary actions

oIsolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until the permanent solutions are found

oCoordinates training requirements of helpdesk personnel

Qualifications

Preferred Working Experience

oMinimum of 3-5 years of management experience

oRelative working experience with managed service providers or similar organization.

oDemonstrated leadership abilities and achievement orientated

Required

oBachelor's degree in business, communications, or a closely related field.

oWillingness to work evenings and weekends on occasion.

Characteristics

oEnthusiastic about working in a fast-paced and ever evolving environment.

oEnjoy working with existing clients and eager to engage in new client opportunities.

oService oriented attitude - will do what it takes to get the job done right.

oA spirit of perpetual learning, identifying new technologies as they emerge and becoming an expert in them.

oA passion for sharing information to the team and clients.

oProven leader who can successfully manage the client support team

Additional Information

Benefits

Dresner Group offers excellent compensation and benefits, including competitive salaries and a generous vacation plan.

All your information will be kept confidential according to EEO guidelines.

Job Tags

Permanent employment, Work experience placement, Weekend work, Afternoon shift,

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