Manager of Client and Software Services
Zycron - Nashville, TN

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Zycron is an international information technology services and solutions firm headquartered in Nashville, Tennessee. Since 1991, Zycron has offered IT solutions to a broad client base, and today is the primary provider for numerous Fortune 500 companies. Zycron offers a very competitive compensation and benefits package including accrued paid time off, holiday pay and matched retirement savings.

Zycron has a great opportunity for a Consulting Systems Programmer . The selected candidate will be working with our client located in Nashville, TN. This is a 6 month contract to hire.

Job Description / Responsibilities:

The Manager of Client and Software Services is responsible for the process, planning, control, performance and improvement of the client and software services. This includes responsibility for the management and development of staff with a focus on high quality of service and innovative thought leadership.

The Manager of Client and Software Services will monitor and ensure service levels are maintained while working to balance business demands.

The Manager will participate in building functional core competency and disciplines to support the technology needs of the business to include desktop/laptop/peripheral/software/deployment and monitoring of service delivery, including queue monitoring and on-call activities/coordination. Additionally, the Manager will play a key role in coordinating any customer-facing projects to ensure proper communication with customers and minimal disruption of IT services.

The Manager of Client and Software Services will collaborate with the Infrastructure, Development, and Architecture teams in the selection, implementation, maintenance, administration, and operations of all the Client and Software Services technology solutions. This includes help desk, self-service portal, knowledge base, collaboration, reporting, service inventory, policy and procedures repositories, and auditing solutions.

Candidates are expected to be capable of meeting objectives with very little supervision. We need motivated, independent workers who can work well within a team, effectively communicate thoughts and ideas, and bring a high level of innovation and quality.

Primary Responsibilities

Management of help desk/operations support teams located in office and offshore. Achieves results through efficient and effective resource management

Organizes, plans, assigns, and monitors the completion of work. Builds and maintains relationships with staff, leadership, and key stakeholders

Ensures accountability with team goals by building and leveraging department and team metrics and reporting

Trends incoming requests and develops action plans to improve processes, efficiency, and service delivery

Staff Development

Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis

Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement within the department or area managed to ensure effectiveness, efficiency, and service excellence

Accountable for meeting Service Level Agreements

Provides staff support for administrative tasks and projects relative to the Desktop, including application packaging, thin app provisioning, virtual desktop, patch management and imaging

Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels

Leads process and technology improvements in order to raise capability maturity and deliver a superior customer experience

Required Experience:

Demonstrated experience with project management or project representation

Demonstrated excellent analytical skills by identifying process issues

Demonstrated experience with problem tracking and trending

Demonstrated leadership skills in dealing with peers and associates

High level of patience, empathy, courtesy, and listening skills required in dealing with customers and their problems

Ability to judge severity of problems and use discretion in obtaining services needed

Ability to manage multiple high priority initiatives in a fast paced highly technical environment

Minimum 3 years experience managing or leading a technical or support team

Required Skills:

Must have excellent interpersonal skills to interface with all levels of the organization across all lines of business

Requires excellent problem determination skills

Ability to stay current on emerging technologies

Proven strong critical thinking skills

Ability to be creative and innovative in a complex technical environment

Ability to manage multiple high priority initiatives in a fast paced highly technical environment

Excellent planning and organizing skills

Excellent record keeping

Excellent written and oral communication skills

Competent in the latest Microsoft Office suite of products

Able to work as part of a geographically dispersed team

Optional Skills:

Experience related to telecommuting and/or virtual desktop environments. 5 or more years experience in one or more of the following areas:

IT product development

IT technology implementation

IT service management

IT project management

IT information security

IT offshore operations

IT Tier 1 and Tier 2 Help Desk


Bachelor's Degree in Accounting, Computer Science, Business Administration, Mathematics, Engineering, or Information Technology preferred

Highly Desirable Certifications

Certifications in Microsoft, PMP, ITIL, or Help Desk Management preferred.

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