Technology Solutions Manager
Job Details
Management
High Touch Headquarters - Wichita, KS
Full Time
4 Year Degree
Undisclosed
Negligible
Day
Information Technology
Description

High Touch Technologies is a software, technology, and communications company that provides services and support to all industries. We bring the human touch to technology by expanding your existing technology and communications capabilities while engineering dependable business solutions. High Touch is committed to fostering growth-minded, secure business development.

Position Summary:

Manage the day-to-day operations of the Technology Solutions Support team and supervise assigned personnel.  Report and analyze key performance indicators as well as provide leadership, input and guidance to ensure efficiency within the department and premier customer service for our customers.  Assist Sales with developing proposals and provide oversight for project management.                                      

Duties/Responsibilities:                                                            

  • Manage the day-to-day operations of the support team through staffing, reporting and analyzing key performance indicators such as team member productivity/efficiency, call trends, time to answer/solution, open/closed tickets and employee attendance.
  • Develop agendas, conduct meetings and work tasks as needed to ensure departmental efficiency, proper resource allocation and an environment that allows employees to develop professionally and provide premier customer service to customers.
  • Provide effective leadership and supervision of direct reports, assisting in direction and assignment of work priorities to ensure timely and accurate solutions to client problems.
  • Maintain staffing, manage conflict, conduct performance reviews, coach and discipline when appropriate, promote an open-door policy and encourage feedback and interaction with direct reports.
  • Handle escalated client issues and interact with clients to ensure client satisfaction.
  • Perform projects, tasks and duties as assigned.

Additional Duties/Responsibilities:  

  • Assist Technology Solutions Sales staff with developing proposals, including recommending appropriate services and products, as well as a backup resource for site assessments.
  • Take part in contributing thoughts and ideas to other members of management and employees for continued success of the business unit and HTT.
  • Understand drivers of customer satisfaction and advocate for continual improvement in customer experience.
  • Expected to be available via company issued phone to team members, direct reports and management (unless otherwise arranged).
  • May be required to travel for company business or professional development.
  • Lead, motivate and influence team members and direct reports.
Qualifications

Required Skills/Abilities:

  • Organized with attention to detail.
  • Excellent analytical, logical thinking, and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Thorough understanding of project management principles and planning.
  • Thorough understanding of information technology procedures and practices.
  • Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
  • Proficient with Microsoft Office Suite or related software.
  • Ability to motivate groups of people to complete a project in a timely manner.

Education and Experience:

  • Bachelors degree in Computer or Information Science-related field required; Masters degree preferred.
  • At least three years of related management experience required.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

E-Verify Statement:

High Touch participates in the Electronic Employment Verification Program.  For more information please visit https://www.e-verify.gov/employees.

HTI Personnel, Inc. is an Equal Employment Opportunity company. This job description provides you with details pertaining to the position but is not a complete statement of duties and responsibilities. Other duties can be assigned or required.

 

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