Technical Services Manager

This position is not a remote work position and requires daily attendance at the company office.

PDS is the technology support company of choice in our service area. Our employees provide quality solutions for our clients so they can focus on their business. We pride ourselves on a great work environment with an emphasis on teamwork and a focus on providing great customer service. We create continuous learning opportunities for our employees and strive to be the best at what we do. If you are intelligent experienced take pride in your work are innovative and a continual learner then we would like to speak with you. We desire team members who are detail focused have positive and outgoing attitudes are well spoken and organized are dependable and flexible and are great communicators who take analytical approaches to technical solutions.

Purpose:

Hands on position managing a team as well as resolving higher level technical and customer relations issues. Achieve and maintain a working technical knowledge of clients core technologies in order to provide full top level technical support. Manage customer technical relationships as required and work with internal resources to ensure a high level of customer satisfaction. Expected to perform diversified technical and administrative tasks using independent judgment and action.

Areas of Expertise Preferred:

• Diploma in Computer Science Engineering Electrical Engineering CIS CTS or the IT field an asset
• Competency with Networking Fundamentals. CCNA CCNP preferred
• Competency and knowledge with server virtualization (Hypervisor/VMware)
• Competency and knowledge of running and troubleshooting hardware and software applications
• Competency and knowledge of basic security principles
• Minimum 5 years experience working in a technical support role
• Minimum 2 year experience developing and managing a technical support team
• Experience researching writing and presenting technical documentation in laymans terms
• Technical and leadership skills as asset
• Excellent verbal and written communication skills including ability to interface with internal team members and company management

Position Standards:

1. Ability to quickly learn and manage business operations software
2. Ability to communicate effectively with peers and customers
3. Ability to assist with identifying and ordering technology equipment
4. Ability to interact positively with customers and enhance customer relationships
5. Interact with vendors negotiate pricing and purchase required technology products
6. Valid drivers license proof of insurance and clean driving record required
7. Background check and drug screen required upon request
8. Take ownership of unresolved technical issues and liaise with the Product Manager and VP of Sales to solve and/or develop solutions.
9. Select hire manage and terminate additional technicians as needed and budgeted.
10. Propose and approve quotations for field service installation work service contracts software support agreements as well as professional services.
11. Establish technical support procedures that may be implemented to meet the needs of our customers
12. Define levels of support for each of the primary product lines and training requirements for each level
13. Determine escalation procedures for issues that cannot be resolved by the first responder
14. Define processing requirements documentation
15. Define resolution requirements and follow up procedures.
16. Manage staffing levels to meet hours of operation as assigned to provide coverage during normal business hours. In addition setup procedures and staff to manage a 24 x 7 x 365 on call program in place which has oncall staff with procedures for escalation.
17. Develop and manage new technical training for new or existing technical support team members
18. Control all technical documentation including user manuals FAQs technical bulletins and resolutions.
19. Create and manage a central database that maintains an historical record of technical procedures notes and tips for technical problem resolution.
20. Monitor for trends on support and training issues: equipment failures faulty bridges firmware issues typical installer issues and software bugs. Itemize prioritize and advise the Product Manager.
21. Other duties & responsibilities as assigned.

Position Information:

Salary is negotiable according to individual qualifications. This position is a nonexcept hourly or exempt salary position based on experience. Current federal law requires identification and eligibility verification prior to employment. Only US citizens authorized to work in the United States may be employed. Position is based in Morristown TN.

Benefits:

Paid vacation and personal time off healthcare assistance 401K retirement benefits and paid holidays.