Location: Milford (CDP), MA
Salary: Competitive
Description: The Judge Group is seeking a Director of Technical Services for a permanent opportunity.
This job will have the following responsibilities:
- Manage day-to-day NOC technology operations within RetroFit's Managed Services(Break Fix, NOC, Help Desk, PS), including monitoring service delivery and handling any issues or escalations
- Act as the Main Point of Issue escalation
- Monitor departmental performance against goals to ensure that progress is being made; take corrective action, if necessary
- Oversee the monitoring of customer servers and networks to ensure system access meets and exceeds Service Level Agreement (SLA) requirements and business systems availability targets
- Analyze customer concerns and present options to solve problems
- Oversee and provide hands-on technical guidance for escalated production incidents, root cause analysis and subsequent actions to improve handling and early detection
- Managed the on-call rotation, after hours rotation schedule
- Develop and provide incident reports for any major customer incidents
- Confirm documentation for all Managed Services clients is updated and maintained
- Provide Tier 3 technical assistance and act as a top-level support resource with issues escalated by other technicians and engineers
- Deep knowledge of all existing break-fix contracts - including all agreed upon SLA's, tracking of those SLA's and escalating any SLA related issues to management
- Driving, Developing, Managing, Auditing and Maintaining the break-fix procedures and technology in order to minimize resolution time (Goal: ONE CALL - ONE VISIT)
- Managing Backlog Ticketing Report - Ensure movement in closing tickets and reporting progress to customers and RF Management
Staff:
- Oversee, train, assist and develop the NOC/HD/PS/BreakFix Staff
- Maintain appropriate staff levels to meet departmental requirements
- Report to Management Staff Utilization
- Raise all staffing issues/concerns/successes to management team
- Manage team recruitment, hiring, terminations and performance management
- Meet regularly with department heads/business unit leaders; facilitate resolution of issues/problems between business units and/or departments
- Run the Weekly NOC/HD Team Meeting
- Provide training, direction and oversight to our NOC Team of Engineers and Technicians
- Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service
Tools/Technology:
- Act as the Remote Monitoring & Management (RMM) subject matter expert (SME)
- Work as an escalation point for RMM issues and help resolve technical issues within the NOC, SOC and Service Desk Teams
- Ensure proper installation, integration configuration and fine tuning of all RMM / Monitoring / NOC software, tools, and technologies
- Identify areas of opportunity for process or technology improvement, provide leadership and develop plans to meet these objectives
- Problem solve and identify incident root cause issues, then work to eliminate recurring issues
- Ensure recurring/preventative maintenance plans are defined, implemented and executed
Qualifications & Requirements:
- 4 Year Bachelor's Degree Required
- 2+ years of Project Management experience in delivering complex technical solutions in SMB server environment
- 5+ years of Technical hands on experience building and delivering Server, Network and Cloud solutions.
- 5+ years within a MSP organization
- Understanding of Technical Concepts and applications (Virtual Environments, Networks, WiFi, Cloud Solutions
- Management experience to lead. mentor and support a group of technical and non-technical staff
- Ability to evaluate, and provide recommendations, and implement third party solutions
- Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective
- Ability to travel within New England as needed
Contact:
This job and many more are available through The Judge Group. Find us on the web at