SSR Total IT is a leading Managed Service Provider (MSP) in the Milwaukee metro area dedicated to delivering innovative IT solutions to our diverse clientele. We provide comprehensive IT services, including infrastructure management, cloud services, cybersecurity, and technical support. Our team is committed to excellence, and we pride ourselves on our proactive approach to managing and optimizing the IT environments of businesses in Wisconsin.
Job Summary:
We seek a highly motivated and experienced Managed Services Leader to oversee our operations. As the Managed Services Leader at SSR Total IT, you will play a critical role in ensuring the effective delivery of technical support services to our Managed Services clients. You will lead a team of skilled Helpdesk and Network Operations technicians, including an offshore team in India. You will manage day-to-day support and Incident Operations and ensure our technical support exceeds service-level performance targets and client expectations.
Core Responsibilities:
Must have at least 4 years of managing a Technical Services or Engineering team and must be able to 'own' the department.
Lead a team of helpdesk technicians, providing guidance, training, and support to ensure high performance and customer satisfaction levels.
Oversee the daily operations of the Helpdesk and Network Operations team, ensuring timely and efficient resolution of client issues and requests.
Monitor and manage ticket queues, prioritizing the work based on skills and workload.
Act as the primary point of contact for escalated client issues, working closely with clients to resolve concerns and ensure satisfaction.
Serve as a technical expert, supporting helpdesk technicians on complex technical issues.
Stay current with industry trends, technologies, and best practices.
Identify opportunities to enhance helpdesk efficiency and effectiveness, including implementing new tools, technologies, and processes.
Lead initiatives to improve client satisfaction, reduce ticket resolution times, and enhance overall service quality.
Drive continuous improvement efforts by soliciting feedback from clients and team members and implementing changes based on this feedback.