Location: Kennewick, WA
Company: Vision Municipal Solutions, LLC
Company Overview:
Vision Municipal Solutions, part of the Tripleview Technologies Inc. group, is a growing Managed Service Provider (MSP) serving businesses across the northwest United States. Our mission is to provide top-notch IT services, ensuring our clients’ operations run smoothly and efficiently. As we continue to expand, we are seeking a highly skilled IT Manager to join our Kennewick office and play a crucial role in delivering exceptional service to our clients.
Job Overview:
As the IT Service Delivery Manager, you will be responsible for leading our technical support team, addressing and resolving Tier 2 and occasionally Tier 3 IT issues, and fostering strong client relationships. You will act as a key point of contact for both your team and our clients, ensuring that technical issues are resolved promptly and efficiently while identifying opportunities to upsell additional services.
Why Join Us:
Join us at Vision Municipal Solutions, in Kennewick WA, where you will be part of a dynamic team committed to delivering exceptional customer experiences. You will have the opportunity to grow professionally, tackle new challenges, and contribute to innovative IT solutions for the public sector. We offer a competitive salary, a comprehensive benefits package, and a hybrid work model that balances in-office, customer site, and occasional remote work.
Key Responsibilities:
Technical Leadership:
Lead a small team of IT technicians, providing guidance, mentorship, and support to ensure the team’s success.
Address and resolve Tier 2 technical issues, and occasionally handle more complex Tier 3 issues.
Serve as an escalation point for the team, ensuring timely and effective resolution of client issues.
Continuously monitor and improve internal processes to enhance service delivery.
Client Relations:
Build and maintain strong relationships with existing clients, acting as a trusted advisor for their IT needs.
Identify opportunities to upsell additional services and solutions that align with clients’ business goals.
Communicate effectively with clients to ensure they are informed about the status of their IT systems and any ongoing projects.
Conduct regular client meetings to review IT performance and discuss potential improvements or upgrades.
Project Management:
Oversee and manage IT projects, from planning through to implementation, ensuring they are completed on time and within budget.
Collaborate with other teams to ensure seamless project execution and client satisfaction.
Documentation and Reporting:
Maintain accurate documentation of all client interactions, issues, and resolutions in our ticketing system.
Generate reports on team performance, client satisfaction, and project progress for management review.
Ensure all team members follow standardized procedures for documentation and reporting.
Continuous Improvement:
Stay updated with the latest industry trends, technologies, and best practices.
Provide recommendations for new tools, processes, and services that could benefit the company and our clients.
Encourage team members to pursue ongoing training and professional development opportunities.
Qualifications:
Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
Strong technical knowledge in networking, servers, cloud solutions, and cybersecurity.
Proven ability to troubleshoot and resolve Tier 2 and Tier 3 IT issues.
Excellent communication and interpersonal skills, with a client-focused approach.
Experience with MSP tools such as RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) software.
Strong organizational and project management skills.
Ability to work independently and as part of a team.
Relevant certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or equivalent are a plus.
Work Environment:
This is an on-site role based in our Kennewick, WA office. The candidate must be able to commute to the office each day and occasionally drive to customer locations.
How to Apply:
Interested candidates are invited to apply below by clicking the button to submit their resume and cover letter detailing their relevant experience and completing our online assessment.
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