We are a growing Managed Service IT company based in North San Diego County, CA. We provide IT consulting, IT services and solutions to a range of professional industries. We pride ourselves on providing a highly personalized and boutique customer experience.

This role is primarily responsible for the management of the Services and Support Department which provides IT support and Managed IT Services to a range of clients throughout San Diego County, Orange County, and other select national cities. Technically, you will also be required to provide IT support for L2/3 requests in addition to Project Management and Project Delivery.

You will be responsible for ensuring that our customers receive a world class service. Working with other key team members, you will also play a crucial role in moving the business to the next level. This role that has extensive opportunity for growth with the company and is a great opportunity to embed yourself in a growing organization with a fantastic team culture.

Your Profile:

You will be a natural leader, have strong management experience and be able to rally the troops in a high pressure environment when the chips are down. You will be a good problem-solver, able to think on your feet and be able to take the initiative when required to get the best out of your team.

Coming from a similar role with strong MSP experience, you are able to handle a face pace, have great energy and process strong attention to detail and people skills.

Technically, you will be able to resolve Level 2/3 support requests, guide and mentor your team and ensure client documentation is completed to a high standard. You will be responsible for Project Management.

Managerially, you will be responsible for our Support Admin team. You will be responsible to help develop, encourage, and train our Support team through servant leadership.

Service Delivery and Coordination:

• Review service boards throughout the day and ensure tickets are up to date
• Receive calls from the NOC and helpdesk and provide information as required
• Coordinate resources for projects and IT support jobs
• Liaise with customers and obtain feedback on completed work
• Manage schedules and maximize utilization
• Coordinate end of month service tasks
• Project Management
• Customer reporting to management
• Implement policies and standards
• Implement strategies to maximize managed service profitability
• Hire, train and manage technical staff
• Conduct lessons learned sessions
• Performance management of team
• Responsible for team achieving KPI’s
• Assist with project scoping, customer audits and solutions
• Produce and assess reports on customer data and create meeting agenda’s
• Ensure fast turnaround of customer requests
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Assist with end of month tasks such as reporting, Checking and Closing tickets, Invoice queries about support jobs etc.

Required Skills:

• Experience with a Managed Services Provider that services small businesses (Up to 200 staff)
• Good all-rounder, competent with most business technology within an office
• Perform Microsoft Server migrations
• Extensive Microsoft Server support
• Good experience with networking (not expecting high level though)
• Extensive experience supporting Microsoft workstations
• Project experience which consists of implementing new systems including Server Migrations.
• Strong experience with Windows Server Family, AD, DNS, DHCP, DFS, Group Policy and other essential services
• Strong experience with local area networks, VPN, remote access, switch and router technologies from Tier 1 manufacturers
• Experience with VMware, Hyper-V and Storage Area Networks
• 5 years proven IT experience specifically within the Managed Services sector
• Advantage to have Autotask and Labtech system experience, but not essential

Customer Service Skills:

• Must always present well professionally
• Exceptional communication and customer service skills
• Ability to communicate technical jargon to non-technical customers
• Self-motivated with the ability to work in a fast-moving environment
• Strong time management skills
• Understanding a job is not finished until the customer is happy

Soft Skills:

• Strong Written Communications: Ability to communicate clearly and precisely that demonstrate command of the English language and clarity of thought.
• Strong Verbal Communications: Ability to express oneself and communicate clearly and precisely with others verbally.
• Problem Solving: knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Managing Multiple Priorities: Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.

Drug Testing, Background Checks and Driving Records:

Many of our clients deal with Compliance Regulations. As such we take security very seriously. All employees must undergo a Drug test and Background check prior to employment. The job may include occasional travel to local clients and as such the candidate must be able to demonstrate a clean driving record.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Schedule:

• Monday to Friday

Ability to Relocate:

• Carlsbad, CA 92010: Relocate before starting work (Required)

Work Location: In person