IT Manager

Hyve Solutions • Las Vegas, NV

3d

About The Position

At HYVE Solutions, our mission is to help customers, business partners, and employees achieve success through shared goals, strategies, resources, and technology solutions. This role is responsible for overseeing a team of Technical Support Engineers, managing overall service levels, ongoing professional development, and maintaining detailed records of performance and accuracy. The IT Manager will develop support strategies across a mix of vendors and is responsible for developing, implementing, and driving the overall strategies of the technical support group with collaborative input from internal/external customers served, as well as from vendor partners. This role will manage the engineering team to achieve committed SLAs related to turnaround time for preparing and validating pre-sale configurations/solution architectures. Requires active monitoring of activity in the Technical Support queues and coordination of custom (prioritized) service delivery for key customers. The IT Manager will maintain records of engineer certifications and sync with vendor partners to ensure current, pertinent certifications are attained in a timely basis. This role is responsible for the management of a proprietary ticketing system and working with IT to deliver ongoing enhancements to further productivity gains for all users. The IT Manager will provide consistent, timely monthly reporting of team performance by engineer and by vendors/product management team, providing detail sufficient to accurately and equitably allocate headcount across vendors/product management teams who consume technical support resources. Reporting shall also reflect the number of requests completed by reseller customer and the pipeline value of configurations completed. The IT Manager will develop and oversee a process by which demonstrations and proof-of-concepts are facilitated for our customers and product management teams. Additionally, this role will develop a training program, delivered by SYNNEX engineers, to educate and facilitate the attainment of technical certifications by reseller engineers. The IT Manager will manage multiple supervisory staff and individual contributors through consistently scheduled team meetings and conduct a minimum of 2 annual team improvement planning and coaching sessions on-site in Manila with Pre-Sale Support resources. A deep understanding of all products and services offered by SYNNEX is required.

Requirements

• Bachelor’s degree in Computer Science/Information Technology or equivalent experience
• Familiarity with client devices, server and storage based technology, combined with network and security technologies.
• Demonstrated business communication skills, including but not limited to verbal & written communication skills, the ability to communicate effectively over the phone and conduct presentations (in person and remotely).
• Ability to multi-task and/or work on multiple projects concurrently
• Analytical and detail oriented
• Ability to work, strive and grow in a dynamic work environment
• Ability to apply quality principles to work performed
• Ability to maintain a high degree of ethics and integrity.

Responsibilities

• Overseeing team of Technical Support Engineers, managing overall service levels, ongoing professional development, and maintaining detailed records of performance and accuracy.
• Developing support strategy across a mix of vendors.
• Developing, implementing, and driving the overall strategies of the technical support group with collaborative input from internal/external customers served, as well as from vendor partners.
• Managing engineering team to achieve committed SLA related to turnaround time for preparing and validating pre-sale configurations/solution architectures.
• Active monitoring of activity in the Technical Support queues.
• Coordinating custom (prioritized) service delivery for key customers.
• Maintaining records of engineer certifications and syncing with vendor partners to ensure current, pertinent certifications are attained in a timely basis.
• Managing proprietary ticketing system and working with IT to deliver ongoing enhancements to further productivity gains for all users.
• Providing consistent, timely monthly reporting of team performance by engineer and by vendors/product management team.
• Reporting shall provide detail sufficient to accurately and equitably allocate headcount across vendors/product management teams who consume technical support resources.
• Providing consistent, timely monthly reporting reflecting the number of requests completed by reseller customer and the pipeline value of configurations completed.
• Developing and overseeing a process by which demonstrations and proof-of-concepts are facilitated for our customers and product management teams.
• Developing training program, delivered by SYNNEX engineers, to educate and facilitate attainment of technical certifications by reseller engineers.
• Managing multiple supervisory staff and individual contributors through consistently scheduled team meetings.
• Conducting minimum of 2 annual team improvement planning, coaching sessions on-site in Manila with Pre-Sale Support resources.
• Maintaining an in-depth working knowledge of all products and services offered by SYNNEX.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager