Description

POSITION TITLE: Technical Program Manager

TEAM: Managed Services & Network Operations

REPORTS TO: Director of Managed Services & Network Operations

FLSA Classification: Salary, Exempt 

OBJECTIVE

This position is responsible for managing a team that conducts remote software and hardware troubleshooting and resolution, related to, media players, PC’s, cameras, interactive kiosks, large format LED and LCD display technology, CMS software, electrical and other AV technology. The Technical Program Manager will manage a team of approximately 4 help desk support technicians (which will likely grow). In addition, this position will be tasked with creating a strategy to improve Network Operations processes. The Help Desk team will work closely with the Client Services team to manage all tickets from inception to resolutions, the Manager will utilize the ConnectWise/Automate management platforms for diagnostics and ticket management. This position is tasked with identifying trends from tickets and making recommendations on future product investments and preventative tasks to improve asset uptime. In conjunction with department managers and Finance department a full operational budget is to be maintained and monitored regularly. This position is responsible for working with the Director of Managed Services to develop costing analysis for contract proposals. 

KEY PERFORMANCE AREAS

• Overall Client Satisfaction is a key area of responsibility 
• Create and manage KPI’s to track productivity of team.
• Tracking and maintenance of open tickets durations. 
• Maximizing remote resolution of support tickets.
• Manage the ticketing process from inception to resolution. 
• Maintain ticketing data in ConnectWise Manage platform. 
• Provide feedback as to how improvements can be made to reduce the occurrence of tickets and to improve operations that reduce the cost and time of maintaining assets under warranty. 

ESSENTIAL FUNCTIONS

• Ensure that all client inquiries and support tickets are properly managed by the team.
• Identify issues that are covered under a Gable warranty, SLA or MSA and assure they are acted on in a timely manner. 
• Oversee all functions related to the Network Operations Team.
• Provide remote diagnostic and resolution of remote digital assets.
• Work with Client Service to schedule onsite technicians as needed.
• Provide remote technical support to onsite technicians. 
• Respond to and strive to ensure the timely resolution of all support inquiries and tickets.
• Conduct diagnostic activities to investigate and resolve hardware, software, or other network issues.
• Acquire the information necessary for managing new installations and hardware configuration as it relates to Network Operations.
• Provide technical assistance to clients and on-site technicians for new installations.
• Identify higher level support issues and escalate to appropriate team member/s or department when necessary.
• Participate in client meetings and reviews of open tickets. 
• Coordinate resources and logistics including procurement and shipping of parts.
• Log all incidents, case updates, and hardware info, into designated ticketing system and expand Automate functionality.
• Create SOPs and tutorials to be utilized by the support team. 

ESSENTIAL QUALIFICATIONS

• Superior communication skills and strong attention to detail.
• The ability to manage a technical staff.
• Able to follow instructions and procedures, both verbal and written.
• Fast learner of new processes, and software tools.
• Punctual, accountable, and team focused.
• Working knowledge of basic Networking protocols and hardware, TCP/IP, Ethernet, Wireless, hubs/switches, remote management software.
• Computer literate and working knowledge of current Microsoft Operating Systems, and Office software products. Windows 10, Linux and ConnectWise Suite.
• Ability to communicate and explain technical information, details, and procedures, in simple terms to non- technical people.
• Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment.
• Working knowledge of CMS platforms desirable. 
• Working knowledge and experience with device imaging and API’s a plus.

Requirements

OTHER DUTIES

The duties and responsibilities of this position are not limited to those listed in this Job Description. This Job Description is subject to revision and will change over time. At times, this position may also perform other duties and responsibilities as assigned. Team members covered under this Job Description will be notified of any changes.

ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS

PHYSICAL REQUIREMENTS

The physical demands described here are representatives of those needed to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the team member is regularly required to talk or hear. Ability to perform sedentary work which involves sitting for extended period of the time, but may also involve walking or standing for brief period. The team member is frequently required to use hands to type, handle, or feel and reach with hands and arms. The team member is occasionally required to stoop, kneel and crouch. The team member may also be required to lift and/or move items.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job team member is occasionally exposed to moving mechanical parts and high, precarious places. The noise level in the environment is moderate. Occasionally job site noise will be very loud and protective ear covers may be needed. Periodic exposure to factory environment and condition such as fumes, dust and mist.

ADDITIONAL REQUIREMENTS

All prospective team members must pass a criminal background check and drug test. Candidates must also meet the requirements for an I-9, e-Verify.