Senior Technical Manager

What you will be doing!

Independent Software seeks a Senior Technical Manager to deliver simple solutions to complex problems as a Digital Services Customer Facing Senior Manager. Here, you'll tailor cutting-edge solutions to the unique requirements of our clients. With a career in application development, you'll prioritize the end user's experience.

As a Digital Services Customer-Facing Senior Manager, you will help ensure that today is safe and tomorrow is smarter.

We are seeking a highly skilled and experienced Digital Services Customer Facing Senior Manager to lead a team responsible for engineering and operationally managing customer-facing enterprise IT services. This critical role involves overseeing the delivery of services such as Virtual Desktop Infrastructure (VDI), both thick and thin client desktop solutions, imaging and patching processes, SharePoint management, web services deployment, Active Directory administration, and Exchange email services.

HOW A DIGITAL SERVICES CUSTOMER-FACING SENIOR MANAGER WILL MAKE AN IMPACT

Leadership and Team Management:

• Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.

Service Delivery Management:

• Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
• Ensure service levels meet or exceed agreed-upon metrics and KPIs, promptly addressing deviations.

Strategic Planning and Execution:

• Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
• Collaborate with stakeholders to align digital services with business objectives and technological advancements.

Technical Expertise and Solution Design:

• Provide technical leadership in designing, implementing, and maintaining IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
• Stay abreast of industry trends and best practices to recommend and implement innovative solutions.

Customer Relationship Management:

• Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
• Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.

Budget and Resource Management:

• Manage financial resources, including budget planning and cost control measures.
• Optimize resource allocation to maximize operational efficiency and service delivery excellence.

Requirements:

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with external stakeholders. Strong analytical and problem-solving abilities, with a keen attention to detail.
• Demonstrated experience in team leadership, strategic planning, and project management.
• Strong technical background with expertise in enterprise IT services such as VDI, desktop imaging and patching, SharePoint, web services, Active Directory, and Exchange.
• Relevant certifications (e.g., ITIL, PMP) are a plus

Education and Experience:

• Education: Bachelor of Arts/Bachelor of Science degree in Computer Science, Information Technology, or a related field; master's degree preferred.
• Required Experience: 5+ years of related experience in a senior management role overseeing digital services or IT operations, preferably in a customer-facing environment.

Clearance Required: Must possess an active TS/SCI with Full Scope Polygraph to be considered for this role.

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V