CTS Managed Services Support Manager

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Job description

Does helping deliver innovative technology solutions and support to the world's leading life sciences, consumer goods, and retail companies sound exciting to you? Do you have a love for technology and want the opportunity to learn and grow continuously throughout your career? Join Clarkston Technology Solutions as a Managed Services Support Manager for our Application Managed Services clients and help us deliver exceptional value to our clients!

Clarkston Technology Solutions (CTS) is a start-up division of Clarkston Consulting with a Center of Excellence located in Roanoke, Virginia. CTS was founded with the vision to dramatically change the way technology solutions are delivered to clients and drive growth and innovation in new technology areas for Clarkston as a whole.

At Clarkston Technology Solutions, we don't just provide a service, we add value. We are our clients' trusted advisors - partnering with them to ensure we solve their most complex issues and thinking outside of the box to get it done.

What You'll Do

Join CTS and together we help find the answers to our clients most challenging technology issues. At CTS you'll have the ability to have a real and positive impact not only the clients you work with, but on the firm as well.

As a Managed Services Support Manager you will:

• Be responsible for managing all aspects of an account, including budget tracking, open item tracking, issue resolution, communications directly with the CTS team and with the client, and escalating any issues to client and CTS management as needed
• Deliver high SLA support to end-user customers and function as point-of-contact for escalated issues to ensure appropriate response and priority
• Regularly participate in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
• Conduct regular team meetings and performance discussions with support Functional and Technical consultants
• Track, monitor, and report on Functional and Technical consultants, and closely manage critical client project deliverables to develop a path to issue resolution
• Assign and manage activities based on client delivery requirements, call related issues, and/or training needs within the organization
• Lead the business/management analysis work (direct the activities of assigned consultants who will be reviewing the client's current business processes and computer systems, define the new business processes to be implemented, and configure the systems to support the new business processes)
• Manage the technical development work (direct the activities of consultants assigned to the development and maintenance; the design and development of interfaces and conversion programs to/from existing legacy; and general technical support in business systems analysis for our clients)
• Oversee all training needs as required for CTS support stewards
• Continuously look for ways to improve AMS processes, capabilities, and methodologies

How You'll Grow

At Clarkston, we feel that we provide the greatest value to our clients through a combination of our industry expertise, business process knowledge, and consulting excellence.

Beyond your day-to-day responsibilities, throughout your career at Clarkston you will:

• Have the support and mentorship of your Clarkston colleagues and leaders
• Own your career - you'll have the ability to learn new technical skills, attend trainings and advance your career in a variety of ways
• Work in a fun and collaborative office culture with like-minded professionals who have a passion for people, technology and innovation
• Be able to pave your own path and help pave the path of CTS as well

Requirements

What We're Looking For

As a Managed services support manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. You must be extremely attentive to detail, client centric focused, organized, and able to drive difficult tasks to completion

In addition, you have:

• A minimum of five (5) years of prior project management and systems implementation experience.
• Experience managing help desks and working with project management tools such as JIRA, ServiceNow, Zendesk, etc.
• Demonstrated ability in successfully leading a project team
• Strong understanding of systems development lifecycle and system implementation methodologies
• Excellent interpersonal, written and oral communication skills
• Proven ability to work in a team environment
• Minimum education requirement: bachelor's degree in Business, Computer Science, Math, Management Information Systems, or an equivalent discipline

Benefits

• Comprehensive Health and Wellness Benefits (Medical, Dental, Vision, and more)
• 401k with company contributions
• Paid vacation, personal days, holidays, and sick leave
• Paid Parental Leave
• Life and Disability Insurance
• Company Equity or Stock Options
• Training and Professional Development investments

Visit Clarkston Tech Careers to learn more about our culture, benefits, and opportunities. We hope you'll join us!

COVID-19 Vaccination Statement

While Clarkston Consulting has not mandated vaccination at this time, COVID-19 vaccinations are required in order to access Clarkston Consulting facilities and those of many of our clients. With this in mind, all prospective hires will be required to provide their vaccination status.