Technical Operations Manager

Towne & Locke is seeking an experienced Technical Operations Manager to join our client's growing team in New York, NY(link removed) This position offers a very competitive salary, full insurance benefits, 401K, paid time off etc.

Candidates should have a solid technical background, exceptional customer service skills and a passion for success.

Responsibilities:

• Manage a geographically dispersed Tier2/3 technical operations and engineering team in a 24x7xAlways operating model
• Provide technical oversight of Managed Services delivery across infrastructure, network, security, server, storage, and cloud solutions
• Manage Tier 2/3 ITSM ticket assignment and resolution process
• Maintain reports in ATSG ticking system for backlog, SLA breaches, and other important operational metrics
• Ensure that the technical operations team is adequately staffed, trained, certified, and equipped to respond and resolve customer’s reported incidents and service requests within required SLAs
• Serve as a key escalation point for critical technical issues
• Lead major incident management service recovery and technical troubleshooting efforts for both internal and customer impacting incidents
• Ensure post incident problem management and root cause analysis process and documentation is completed and approved by Service Delivery Management for every major incident
• Serve as a key technical advisor, product advocate, subject matter expert and educator for Managed Services support offerings, assisting Sales and Solution Architects as needed
• Perform HR-related duties including, but not limited to, performance reviews, performance improvement plans, and written warnings
• Ensure proper onboarding of new remote infrastructure monitoring and management customers and assignment of Technical Account Lead
• Act as technical lead on complex changes in customer environments and coordinate with the account assigned Service Delivery Manager
• Manage and support on-call and after-hours support needs of the organization
• Provide leadership with input on skill sets needed for gap support / backfill of resources
• Perform other tasks and duties as requested by senior management

Requirements:

• Minimum of 10 years of experience in IT infrastructure with strong subject matter expertise across multiple technical disciplines with a specialization in one or more areas
• Experience managing technical teams across geographically dispersed locations
• A strong track record of client excellence in technical client support with demonstrated experience working with enterprise customers and multi-million-dollar services contracts
• Expertise in ITIL and other IT service management frameworks
• Strong technical knowledge of troubleshooting various technology issues including Servers, Workstation, Firewalls, Application Support, and Cloud services
• Professional- or expert-level certifications in Cisco, Microsoft, or VMware highly valued
• Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market
• Must be able to demonstrate strong communication and collaboration skills.
• Must be able to work with minimal supervision
• Must be able to travel on a limited basis, less than 25%
• Excellent relationship building skills
• Demonstrated leadership capabilities

Towne & Locke is an equal opportunity employer. We evaluate all applicants without unlawful consideration of race, color, age, religion, gender, marital status, disability, veteran status or any other characteristic protected by applicable law.