IT Support PM (Some Remote)

Nashville, TN

Fully Remote

Position Overview

The North America IT Services & Operations Manager is responsible for the North American delivery of all IT related services and operations for current and future installations.  The IT Operations part of this role focusses on managing and executing all the IT related aspects of deployment and installation of new sites, demos, training, software configurations / integrations / customizations, and maintenance and repairs to ensure continuous best practice technical support from the moment a client has placed an order.

The IT Service part of this role includes the management of the helpdesk team of technician, including managing their schedules and workloads, coordinating and liaising with the helpdesk team, external deployment providers and clients to ensure the highest possible customer services standards are achieved. 

To ensure best practice and experience the responsibilities of this role include managing the testing and deployment of software releases, developing and maintaining policy, procedure documents, service performance metrics to ensure that all targets and objectives are achieved.

Key Responsibilities and Accountabilities

Be self-managed and hands on with all of the areas of responsibilities and accountabilities with limited or no direction or involvement from management or other staff unless requested.

IT Services and Helpdesk

• Manage Combined North America IT Service Helpdesks:
  • Allocate jobs to appropriate staff, departments or company,
  • Perform maintenance on tickets (merge entries, fill with appropriate client details, time entries),
  • Perform admin functions on helpdesk (create new sites/staff as needed, backups, email templates, mail server connectivity, etc),
  • Ensure that service desk is up to date, and all tickets are responded to and resolved in a timely manner, according to individual customer SLA’s & MSA’s or company standard response levels, and
  • Report to relevant management staff on status of higher importance tickets/tasks.
• Follow up with all support staff for time management purposes.
• Ensure support staff follow the correct policies and procedures when completing work, particularly on site.
• Manage Service Desk team, including staff reviews, disciplining of staff and recruitment.
• Provide training to new and current staff on various software and hardware solutions, allowing them to be more independent operators.
• Develop strong relationships with key customer personnel.
• Review and implement improvements on process flow for helpdesk support tickets and develop and implement performance and quality service metrics, client surveys, and Helpdesk dashboard.

IT Operations

• New Client Onboarding:

Once customers place orders become the local point of contact for all project aspects, including;

• • Join all required meetings with client and sales/tech team to assist in mapping out project plan going forwards.
  • Liaise with client management and developers to gain understanding of project scope, refer development to developers for implementation and ensure client requirements are clearly outlined and understood, thus giving speedy and correct integration.
  • Research on client required items that lay outside environment (CCTV, Comms, Networking, etc), suggest products and implement.
  • Coordinate with all relevant parties to set up suitable environment for integration testing (Data centre team, client sales and IT staff, client developers).
  • Have integration environment installed, configured, and successfully tested.
  • Document each client integration environment configuration.
  • Co-ordination and testing of software configurations and any software integrations and customisations,
  • Provide documentation to clients on their environment to ensure smooth integration efforts.
  • Assist client in product testing and troubleshooting where required.
  • Report to all relevant parties on progress.
• Installations and New Sites:
  • Installation planning, progress monitoring and reporting,
  • Supplying any required information regarding compliance with client network and data security policies,
  • Provisioning, configuring, testing of computer hardware for installations,
  • Testing and commissioning of installed software systems,
  • Arrangement and supervision (subject to additional training and joint installations initially) of local contractors to provide installation services, and
  • Training of local client personnel.
  • Ensuring Hosting and Managed Services payments are in place.

Software Testing and Deployment –

1. Manage testing of software to ensure correct functionality and improvements for quality control.
2. Manage software version repository for install purposes and change log for each client
3. Manage setup and testing of AWS test environments and AWS production environments for each project as required.
4. In time zones that suit working hours:

1. 1. Assist Clients with setup of Production software environment where located on client premises,
   2. Assist Client in product testing and troubleshooting where required, and
   3. Report to relevant parties on progress.

1. 1. Develop policy and procedure documents for relating to Software change management, Software releases, and Network and Data Security covering internal, client on-premise, and cloud-hosted implementations.

Key Performance Indicators (in priority order)

·         IT Services and Helpdesk Performance - measured by rating client feedback and satisfaction, the average number of monthly 2+ week old outstanding issues and average resolution time of tickets.

·         Onsite Support Performance – measured by resolution time of onsite repairs, average cost of onsite services per site.

·         IT Operations Performance – measured by rating client satisfaction with project installation, and quality of product and services provided, and measured by issue-free and on time implementation records.

·         Software Performance - measured by time spent testing and the quality of releases measured by number of tickets related to bugs fixes after release.

·         Knowledge Management Performance - measured by the up-to date status and overall coverage of all knowledge base related documents and procedures.

·         General Performance – measured by the improvements made, the quality and frequency of input and feedback provided to the company.