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Level 3 Technical Support Manager

PeopleNTech

Jacksonville, Florida • Yesterday

Easy Apply

Contract

$30 - $40

Level 3 Technical Support

Vastika Inc.

Jacksonville Beach, Florida • Yesterday

Easy Apply

Contract

25 - 30

Technical Product Support Engineer 3

Onto

Remote or Arizona • Today

Full-time

USD 71,360.00 - 107,040.00 per year

Technical Support Operations Manager

Rad AI

Remote or San Francisco, California • Today

Full-time

USD 120,000.00 - 150,000.00 per year

Manager, Technical Services & Customer Support

Motorola Solutions

Remote or New Hampshire • Today

Full-time

USD 95,000.00 - 105,000.00 per year

Manager II, Technical Support Engineer

Pinterest, Inc.

Remote or New York, New York • Today

Full-time

USD 145,747.00 - 300,067.00 per year

Technical Support Supervisor

HME, Inc.

Remote or Phoenix, Arizona • Today

Full-time

USD 72,000.00 - 86,000.00 per year

Level III IT Technician

TeamLogic of Colorado Springs

Remote • 12d ago

Full-time

105000 - 110,000

Technical Services Manager

Stefanini

Remote • Today

Easy Apply

Full-time

$80,000 - $85,000 /yr

ET Senior Technical Program Manager II

Eliassen Group

Remote or Almont, Colorado • Today

Contract

Technical Project/Program Management - Technical Program Manager III

Apex Systems

Remote • Today

Easy Apply

Full-time

$73 - $83 per hour

Technical Project/Program Management - Technical Program Manager III

Apex Systems

Remote • Today

Easy Apply

Full-time

$73 - $83 per hour

Technical Project Manager (Agile, Scrum) III

Motion Recruitment Partners, LLC

Remote or Philadelphia, Pennsylvania • Today

Easy Apply

Contract

Job Details

Skills

End-user Computing
KPI
KPI Management
IT Service Management
ITIL
Service Delivery
ServiceNow
Stakeholder Management
Vendor Management
SLA

Summary

Must have skills : Autonomous task delivery, End User computing, SLA/KPI reporting

Good to have skills: Vendor coordination/management

Job Description :

Responsible for end-to-end delivery of End User Services across multiple service towers, including Field Services, Deskside, M365, Endpoint Management, VDI, Mobility, Print, Asset Management and Technology Refresh.
Key Responsibilities: Own day-to-day service delivery, SLA/KPI performance and client satisfaction.
Manage onsite, remote and field support teams and ensure appropriate coverage.
Act as the primary client-facing contact for operational matters, escalations and governance.
Lead transition, knowledge transfer, stabilization and service readiness activities.
Manage projects, technology refreshes and service improvement initiatives.
Drive incident, problem, risk and escalation management.
Coordinate with client teams, vendors and other service providers.
Identify opportunities for automation, productivity improvement and enhanced user experience.
Conduct regular service reviews and provide performance, risk and improvement reporting.

Key Skills:

ITSM/ITIL, ServiceNow, Service Delivery, Client Management, Project Management, Field Services, Vendor Management, SLA/KPI Management, Transition & Transformation, Incident/Problem Management and Continuous Improvement.

Client & Stakeholder Management:

Act as the primary point of contact for client stakeholders for service delivery matters.
Build strong working relationships with business, IT, infrastructure, security, procurement and other client teams.
Conduct regular service reviews and present performance, trends, risks and improvement opportunities. Understand client priorities and translate them into actionable service-delivery plans. Manage stakeholder expectations and communicate issues proactively.

Multi-Tower Service Management:

Manage and coordinate delivery across the following areas:
Deskside and Conference Room Support Field Services Microsoft 365 and Collaboration Endpoint Management & Engineering Azure Virtual Desktop / Citrix Mobile Device Management Print Services Hardware Asset Management Software Asset Management Technology Refresh The scope specifically requires Level 2/3 support, lifecycle management, proactive maintenance, incident/request fulfillment and problem management across these service areas.
Field Services Management Manage distributed field-service operations across client locations.
Coordinate field engineers, site coverage, scheduling and workload allocation.
Monitor field-service performance, response times and first-time-fix rates.
Manage travel, site access, logistics and vendor coordination.
Ensure appropriate coverage for critical and operational locations.
Review field-service demand and optimize engineer deployment based on geographic and business requirements.
Ensure field activities are properly documented in ServiceNow and other approved systems.
The scope requires onsite, remote and field support at client-designated locations, including headquarters, operational facilities and remote sites.
Transition & Knowledge Transfer Lead transition of services from the incumbent/service provider to the new operating team.
Establish a structured transition framework across all in-scope service towers.
Develop transition plans, KT schedules, readiness criteria and exit criteria.
Track knowledge-transfer completion, documentation, access, tools and dependencies.
Identify transition risks and drive mitigation actions.
Ensure operational readiness before moving services into steady state.
Establish hypercare and stabilization plans following transition.
Project & Technology Refresh Management Manage End User Services projects and technology refresh initiatives.
Coordinate planning, scheduling, dependencies, resources and deployment activities.
Track project milestones, risks, issues, actions and financials.
Ensure minimal business disruption during deployments.
Coordinate hardware/software refreshes, endpoint upgrades, conference-room technology and other workplace technology initiatives.
The scope includes recurring refreshes covering computers, mobile devices, kiosks, printers, scanners, conference-room technologies, peripherals, operating systems and software platforms. Incident, Problem & Major Incident Management Provide management oversight for major and high-priority incidents.
Ensure timely escalation and stakeholder communication.
Lead problem-management reviews for recurring issues.
Establish root-cause analysis and permanent-fix tracking.
Analyze top incident drivers and identify opportunities for automation and service improvement.
Vendor & Third-Party Management Coordinate with OEMs, technology vendors and third-party service providers.
Manage escalations and vendor performance. Track warranty, maintenance and support agreements.
Ensure vendors meet agreed service commitments. Coordinate cross-provider resolution for issues involving multiple technology towers.
The client scope explicitly requires coordination with client teams, other service providers, manufacturers and third parties to restore service and complete approved work. Service Improvement & Automation Establish a continuous service improvement roadmap.
Identify opportunities for automation, self-healing and AI-enabled support.
Reduce repetitive incidents and manual operational effort.
Improve endpoint health, user experience and service reliability.
Track benefits delivered through automation and process improvements.
Governance & Reporting Own the delivery governance framework, including:
Daily operational reviews Weekly service reviews Monthly service reviews SLA/KPI reporting Incident and problem trends Field-service performance Asset and inventory metrics Project status Risk and issue management Continuous improvement Capacity and resource planning Customer satisfaction / user experience The service scope requires maintenance of service metrics, documentation, inventories, procedures and audit evidence

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10302987
Position Id: 9093463
Posted 1 day ago

Fitment

Dice Job Match Score™

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Contact the job poster

Harry Singh

Recruiter @ PeopleNTech

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Job Details

Skills

End-user Computing
KPI
KPI Management
IT Service Management
ITIL
Service Delivery
ServiceNow
Stakeholder Management
Vendor Management
SLA

Summary

Must have skills : Autonomous task delivery, End User computing, SLA/KPI reporting

Good to have skills: Vendor coordination/management

Job Description :

Responsible for end-to-end delivery of End User Services across multiple service towers, including Field Services, Deskside, M365, Endpoint Management, VDI, Mobility, Print, Asset Management and Technology Refresh.
Key Responsibilities: Own day-to-day service delivery, SLA/KPI performance and client satisfaction.
Manage onsite, remote and field support teams and ensure appropriate coverage.
Act as the primary client-facing contact for operational matters, escalations and governance.
Lead transition, knowledge transfer, stabilization and service readiness activities.
Manage projects, technology refreshes and service improvement initiatives.
Drive incident, problem, risk and escalation management.
Coordinate with client teams, vendors and other service providers.
Identify opportunities for automation, productivity improvement and enhanced user experience.
Conduct regular service reviews and provide performance, risk and improvement reporting.

Key Skills:

Client & Stakeholder Management:

Act as the primary point of contact for client stakeholders for service delivery matters.
Build strong working relationships with business, IT, infrastructure, security, procurement and other client teams.
Conduct regular service reviews and present performance, trends, risks and improvement opportunities. Understand client priorities and translate them into actionable service-delivery plans. Manage stakeholder expectations and communicate issues proactively.

Multi-Tower Service Management:

Manage and coordinate delivery across the following areas:
Deskside and Conference Room Support Field Services Microsoft 365 and Collaboration Endpoint Management & Engineering Azure Virtual Desktop / Citrix Mobile Device Management Print Services Hardware Asset Management Software Asset Management Technology Refresh The scope specifically requires Level 2/3 support, lifecycle management, proactive maintenance, incident/request fulfillment and problem management across these service areas.
Field Services Management Manage distributed field-service operations across client locations.
Coordinate field engineers, site coverage, scheduling and workload allocation.
Monitor field-service performance, response times and first-time-fix rates.
Manage travel, site access, logistics and vendor coordination.
Ensure appropriate coverage for critical and operational locations.
Review field-service demand and optimize engineer deployment based on geographic and business requirements.
Ensure field activities are properly documented in ServiceNow and other approved systems.
The scope requires onsite, remote and field support at client-designated locations, including headquarters, operational facilities and remote sites.
Transition & Knowledge Transfer Lead transition of services from the incumbent/service provider to the new operating team.
Establish a structured transition framework across all in-scope service towers.
Develop transition plans, KT schedules, readiness criteria and exit criteria.
Track knowledge-transfer completion, documentation, access, tools and dependencies.
Identify transition risks and drive mitigation actions.
Ensure operational readiness before moving services into steady state.
Establish hypercare and stabilization plans following transition.
Project & Technology Refresh Management Manage End User Services projects and technology refresh initiatives.
Coordinate planning, scheduling, dependencies, resources and deployment activities.
Track project milestones, risks, issues, actions and financials.
Ensure minimal business disruption during deployments.
Coordinate hardware/software refreshes, endpoint upgrades, conference-room technology and other workplace technology initiatives.
The scope includes recurring refreshes covering computers, mobile devices, kiosks, printers, scanners, conference-room technologies, peripherals, operating systems and software platforms. Incident, Problem & Major Incident Management Provide management oversight for major and high-priority incidents.
Ensure timely escalation and stakeholder communication.
Lead problem-management reviews for recurring issues.
Establish root-cause analysis and permanent-fix tracking.
Analyze top incident drivers and identify opportunities for automation and service improvement.
Vendor & Third-Party Management Coordinate with OEMs, technology vendors and third-party service providers.
Manage escalations and vendor performance. Track warranty, maintenance and support agreements.
Ensure vendors meet agreed service commitments. Coordinate cross-provider resolution for issues involving multiple technology towers.
The client scope explicitly requires coordination with client teams, other service providers, manufacturers and third parties to restore service and complete approved work. Service Improvement & Automation Establish a continuous service improvement roadmap.
Identify opportunities for automation, self-healing and AI-enabled support.
Reduce repetitive incidents and manual operational effort.
Improve endpoint health, user experience and service reliability.
Track benefits delivered through automation and process improvements.
Governance & Reporting Own the delivery governance framework, including:
Daily operational reviews Weekly service reviews Monthly service reviews SLA/KPI reporting Incident and problem trends Field-service performance Asset and inventory metrics Project status Risk and issue management Continuous improvement Capacity and resource planning Customer satisfaction / user experience The service scope requires maintenance of service metrics, documentation, inventories, procedures and audit evidence

Dice Id: 10302987
Position Id: 9093463
Posted 1 day ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Contact the job poster

Harry Singh

Recruiter @ PeopleNTech

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

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