Customer Sr Manager

• Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
• Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
• Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
• Collaborate with stakeholders to align digital services with business objectives and technological advancements.
• Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
• Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
• Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
• Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
• Manage financial resources, including budget planning and cost control measures.
• Optimize resource allocation to maximize operational efficiency and service delivery excellence.

Requirements

• High School/GED and 25 years of related experience
• Bachelor of Science may be substituted for 5 years of experience
• Ability to collaborate effectively across departments and with external stakeholders
• Customer focused and result oriented
• Demonstrated experience in team leadership, strategic planning, and project management
• Excellent communication and interpersonal skills
• Senior Level Management
• Strong analytical and problem-solving abilities, with a keen attention to detail
• Strong technical background with expertise in enterprise IT services

• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+
• CND
• SSCP
• CASP
• CCNP Security
• CISA
• CISSP
• GCED
• GCIH
• CCSP

• Information Technology Infrastructure Library (ITIL) V3 knowledge
• PMP

Benefits

Qualification

High School or equivalent