IT Services Manager

1 week ago

Milpitas, California, United States ICE Consulting Full time
Job Overview

About ICE Consulting:

ICE Consulting is a premier Managed IT Services provider, dedicated to delivering top-notch IT solutions since 1997. We focus on serving small to medium-sized enterprises, offering a range of managed IT and security services. We are seeking dedicated professionals to contribute to our growth and success.

Position Summary:

As the IT Services Manager at ICE Consulting, you will be instrumental in ensuring the delivery of outstanding IT solutions to our clientele. Your responsibilities will include managing IT accounts, supervising IT infrastructure, and guaranteeing that our clients' technological requirements are met with precision and excellence. The ideal candidate will possess a robust background in IT infrastructure, experience in customer success management, and a solid history of managing IT accounts in a dynamic setting. This role demands exceptional multitasking abilities and a comprehensive understanding of managed services.

  • Key Responsibilities:
  • Oversee the provision of IT services to clients, ensuring compliance with service level agreements (SLAs) and quality benchmarks.
  • Deliver superior customer service for value-added Managed Service Provider offerings to existing clients, exceeding SLA expectations.
  • Promote Managed Service Provider solutions to prospective clients.
  • Act as a liaison among engineering teams for all client operational and project-related objectives.
  • Serve as the primary contact for all client IT requirements, fostering strong, strategic relationships with each client and aligning IT services with their business goals.
  • Lead a team of IT professionals, including engineers and technicians, to provide exceptional service to clients.
  • Develop and maintain robust relationships with clients, understanding their business needs and offering strategic IT guidance.
  • Collaborate with internal teams to enhance service delivery processes and protocols.
  • Monitor and evaluate IT infrastructure performance, identifying opportunities for optimization and enhancement.
  • Ensure adherence to industry standards and best practices in IT service management.
  • Provide leadership and mentorship to team members, cultivating a culture of continuous learning and development.
  • Manage the financial aspects of client engagements, including budgeting, forecasting, and cost management.
  • Stay updated on emerging technologies and trends in IT infrastructure, recommending innovative solutions to clients.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • A minimum of 7 years of experience in IT infrastructure management, preferably within a managed services context.
  • Demonstrated experience in customer service management, focusing on client satisfaction and retention.
  • Strong technical expertise in IT infrastructure technologies, including networking, servers, storage, and virtualization.
  • Familiarity with IT service management (ITSM) tools and methodologies, such as ITIL.
  • Excellent communication and interpersonal skills, capable of effectively engaging with clients and internal teams.
  • Strong leadership and team management capabilities, with the ability to motivate and inspire team members.
  • Ability to excel in a fast-paced, dynamic environment while managing multiple priorities.
  • Certifications such as ITIL, PMP, or relevant vendor certifications (e.g., Cisco, Microsoft) are advantageous.

Become a vital part of ICE Consulting, where we are committed to delivering exceptional IT services to our clients.

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