Description

Vice President of IT Resolution Support Services

Full Benefits
Medical
Dental
Vision
401K match
29 PTO Days including company holidays

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20,000 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Requirements

The primary responsibility of the Vice President of IT Resolution Support Services is to lead the Midmarket Solutions Groups Resolution Support Services Teams. Providing service and support activities across the Service Delivery and Customer Service & Resolution Center teams to ensure customer satisfaction, service levels, performance targets are met, while an optimal allocation of resources to workload and a high level of team morale is maintained. The Vice President of IT Resolution Support Services will also require a close engagement with the VP of Systems Integration to ensure there are strong levels of collaboration with resources sharing, where possible to ensure customer expectations are met, across Managed Solutions and Systems Integration engagements. This includes the effective resourcing, operation and delivery of the managed services and project activities.

Primary

Provide strategic guidance and oversight in leading the Resolution Support Services practice.
Work closely with Managing Directors to establish the vision and measurable outcomes for the practice, which will become the benchmark for success.
Work closely with the VP peers of the organization to ensure the collective team is being utilized as efficiently as possible.
Ensure the team is trained appropriately to support the selected solutions being offered by New Era Technology.
Mentor and guide the team members to ensure they are delivering a high-quality service to customers and develop strong teams.
Constantly track the morale of the team ensuring there is a consistent message of support and career development opportunities. Build and develop teams that are results oriented, highly motivated, empowered, proactive and focused on continued improvement.
Ensure the selected systems and reporting frameworks are established and consistently adhered to, to enable the business to generate meaningful data from which decisions can be made.
Proactively explore automation tools that can assist with the delivery of services.
Develop a customer reporting template that can be shared with Sales, which highlights the services we are providing.
Maintain an awareness of the agreements, ensuring they are set up correctly and we are able to understand the profitability of those agreements. Be in a position to engage with Sales to communicate agreements that appear unprofitable, so a discussion can be had at renewal about possible uplift.
Identify areas of risk and mitigating these risks based on their likelihood and consequence.
Identifying opportunities for business improvement and implementing structures and processes that allow for the efficient delivery of services.
Set priorities for the team and assign the appropriate resources against those priorities.
Deep understanding of the SLA requirements to ensure delivery of the required service.
Ensuring contractual obligations and service level agreements are met.
Ensuring quality services are consistently provided by the team.
Providing an escalation point for the team members.
Providing Service Management and KPI reporting as required.
Engaging with customers to resolve escalations.
Ensuring operational procedures used by the team are maintained.
Provide ongoing guidance, feedback and mentoring to team members, encouraging continuous improvement.
Develop, document, and implement company processes and best practices.
Build and maintain trusted relationships with customers and stakeholders.
Improve customer satisfaction/NFS scores.
Design, establish, and maintain an organizational structure and staffing resources to effectively accomplish the divisions goals and objectives.
Ensure that corporate policies and procedures are understood and followed.
Other duties as assigned.

Competency

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Required Education & Experience

Bachelor's degree or equivalent work experience.
5+ years leadership experience
Strong people management skills required, proven track record of growing teams and mentoring staff.
Proven ability to establish, manage and prioritize multiple projects with excellent project planning and execution skills.
Experience with maintaining and developing operational KPI's and reporting.
Technically savvy; strong skills in Microsoft Office suite of products.
Ability to professionally manage confidential information.
Ability to operate with a tremendous sense of urgency.
Excellent written and verbal communication skills.
Strong attention to detail and desire to excel.
Experience with change management highly desired.
Multi-site management experience.

TRAVEL: As is limited to an as needed basis. Expectation is up to 25%.

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