Technical Service & Personnel Manager

On November 4th, 2016, posted in: Ontech News by Comments Off on Technical Service & Personnel Manager

IT job Milwaukee WI

UPDATE: This position has been filled, but please feel free to submit your application to be considered for future positions similar to this.

Ontech Systems, Inc., founded in 2004 and located in Menomonee Falls, WI, provides comprehensive technical solutions for small and medium-sized businesses throughout the Greater Milwaukee area.

At Ontech Systems, we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way.

Position: Technical Service & Personnel Manager
Job Location:
Menomonee Falls, WI
Start Date: Immediate
Employment Term: Regular
Employment Type:   Full Time
Starting Salary Range: $55,000-$70,000

Salary/Benefit Notes: Salary commensurate with qualifications and experience. Profit sharing opportunity by invite based on productivity and merit. Benefits include company matched retirement plan, health, dental, life and disability insurance, home internet connection, mileage reimbursement, company provided cell phone and laptop, yearly company retreats, flexible, friendly, team environment, paid time off, paid holidays, ongoing training, company outings and team-building activities.

Required Education:  Associate Degree
Required Experience:  3 to 20+ years

Join our team!  Ontech is seeking a qualified, motivated individual to add to our talented consulting group. As a Technical Service & Personnel Manager, you will work directly with our technical staff as they support small and mid-size business clients.  Those technicians are responsible for assisting with product selection, installation, configuration, troubleshooting and maintaining a wide variety of network hardware and licensing solutions, managed services, cloud services and projects.  Qualified individuals will not only have technical expertise and a strong background with hands-on network administration but will also possess a high level of organizational, communication, and customer service skills.  A high level of professionalism is expected.  There must be a drive to manage technicians as opposed to managing the network itself.  Must be a team player!

At Ontech, customer satisfaction is paramount.  Customer service begins and ends with our staff.  Our Service Manager will be responsible for ensuring our clients have a great experience working with our team.  The manager will also be responsible for managing, revising, and creating policies and procedures that our technical staff must adhere to.  Ontech has experienced a tremendous amount of growth the past few years and the expectation is that we will continue to add technical resources to our existing team of 12 technicians – inside, outside, and support desk roles.

The Technical Service & Personnel Manager will report to our Vice President and work side by side with our Administrative team and Dept. leads – Cloud Services Manager, Project Managers, & Office Manager.  This is a new position at Ontech due to our growth and continuous drive to support our clients and provide them the best service in the industry.

We believe that, while IT can be a demanding field, it is important that our employees maintain a healthy balance of work versus leisure and family time.  Ontech provides a flexible, team-oriented environment with regular company outings and team-building activities.  We also encourage employees to use vacation time and respect personal and family time.

Work Environment: Office M-F 8 to 5, Occasional Client Site Visits

Administration & Personnel
o   Analyze projections for service hours, cloud services, and help set goals
o   Technical Staff Communication (staff updates)
o   Human Resources (new Technician hires & terminations when necessary):

  • Assist in interview process: prelim & screening, involve Management staff as candidate advances in process
  • New technician training
  • Technical staff performance audits & discussions

o   Technician Staff Reviews
o   Technical Staff – Time, Schedule, Holiday, & PTO Approval
o   Technical Staff Meeting Facilitator & Agenda Maker
o   Supervision and guidance for Ontech Service Desk:

  • assisting in client service requests
  • remediation of service tickets
  • escalation of service tickets
  • follow through on completion of service tickets

o   Technical Certification Management

  • Determine annual training budget
  • Consult w Dept. leads/Sales/VP on what certifications are needed
  • Uphold Ontech standards for Technical staff requirements
  • Work with individual Technicians to determine training path for quarter/year

Service
o   Supervise & assist inside technician(s)
o   Oversee & evaluate the process of incoming client requests through remediation & billing.
o   Review individual tech hours and service goals on a consistent weekly basis
o   Account Transitions from 1 to tech to another when necessary
o   Project Audits with Dept. leads
o   Assist other Ontech technicians with support issues, escalate issues to Sr Techs and Partners
o   Assist in new vendor/partner selection process

Ontech is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. Ontech believes that diversity leads to strength.

apply now

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