IT Manager (Service)

Find out why is the employer of choice for contractors! Join and enjoy our generous employee benefits! Join our client s team onsite in Cambridge, MA as a IT Manager (Service) and manage a team of 10 technical professionals, who perform on-site routine services including new system configurations, installation, and deskside software support. This will be a long term contract slated to go 1.5 years and U.S citizenship is required of the ideal candidate for this role. This role will be onsite 4 days of the week and the candidate is able to work remotely the 5th day. Scope of Activity and Responsibilities:

• Maintains an intelligent service area design in order to drive delivery attainment and outstanding customer service experiences resulting in meeting and / or exceeding contracted Service Level Agreements
• Manages continual service improvement through detailed operations reviews, account specific root-cause analysis, and development / implementation of action plans
• Conducts all aspects of employee management systems and ensures all aspects of policies and guidelines are adhered to
• Demonstrate the ability to motivate and inspire employees to attain the highest level of performance by:
  • Holding weekly meetings
  • Holding monthly 1 on 1 meetings with technicians
  • Leveraging associate recognition and appreciation initiatives
  • Providing feedback and regular performance reviews
  • Provide technical knowledge and expertise for escalations

• Demonstrate strong customer relationships by:
  • Maintaining thorough understanding of the customer's business objectives
  • Developing and maintaining customer relations by conducting regular client-based meetings
  • Identifying new business opportunities and present solution offerings when appropriate
  • Providing weekly updates to account leadership ensuring no surprises
• Demonstrate strong operational understating of contact(s) by:
  • Escalating operational concerns, staffing changes, risks, etc
  • Providing leadership, technical assistance, and guidance with request for proposals

• Demonstrate financial insight by meeting requirements for:
  • Tracking individual position GM% and work with CSD / CE for account margins
  • Converting contractors by 90th day and track conversion savings
  • Ensuring all expenses are reviewed and are accurate
  • Managing overtime with associate and bill to customer accurately
• Demonstrate ability to properly manage associates, provide services, and ensure company objectives are met:
  • Manages any personnel or discipline issues that may arise
  • Controls hiring and terminations as needed
  • Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
  • Provides training, coaching, and counseling to subordinates for continuous improvement

• BS / BA (preferred, not required) in a related field or equivalent 5+ years of service industry experience, preferably in a service delivery organization
• Must be able to utilize ServiceNow
• Strong interpersonal communication and presentation skills with ability to work independently
• Visionary and change manager with enhanced analytical and problem-solving skills
• Possess strong business acumen for BU general financial rules inclusive of P&Ls, Revenue and Cost Accruals, Billing Cycles, and Expense Management
• Possess a broad working knowledge of IT systems
• Highly developed organizational skills with ability to prioritize, plan, and execute tasks within time constraints
• Successfully leverages office tools to maximize presentation and organization skills