Virtual IT Manager

Career: Virtual IT Manager

TechWerxe is an 11-year-old successful company is an aggressive - growth oriented Technology market. We are proud of our 97% client retention rate, and our “World Class Quality” Net Promoter Score. We are seeking a competitive, fun, motivated, experienced, and talented sales representative to assist with new business development.

ESSENTIAL DUTIES

As a Virtual IT Manager (vITM), you will proactively manage a specific named set of clients IT ecosystems. You will be the single point of accountability for the clients IT supported by TechWerxe.

Your specific duties as a vITM will include:

  •  Onboarding new clients according to the TechWerxe onboarding procedure
  •  Implementing a productive and proactive IT environment
  •  Making monthly visits to customer sites
  •  Completing a quarterly best practices assessment through myITprocess
  •  Updating the client runbook quarterly and keeping it current
  •  Act as the subject matter expert for all client Primary Business Applications (PBAs)
  •  Manage and review ongoing client IT initiatives
  •  Build trusting relationships with clients
  •  Capture time and events during IT incidents
  •  Perform quarterly Backup and DR testing on all client environments
  •  Create regular compliance testing plans for all regulated clients
  •  Manage and maintain domain and SSL records for all clients
  •  Provides technical assistance & the best client experience for all IT requests raised by  managed clients.
  •  Required to be a member in the On Call Rotation with other tROC Members in support of  24/7 client emergencies.
  •  Document interactions with end users, including but not limited to:
  •  Define requests as Normal Operation, Troubleshooting, or Change Requests.
  •  Diagnose impact and severity of request and update client when appropriate.
  •  Document Identifying & documenting requests that require projects or new  services.
  • Providing handoff to appropriate party to ensure quoting and  implementation occurs in a timely manner.
  •  Execute recommended fixes, updates, or change controls where appropriate.
  •  Follow Best Practices as defined by vendor, manufacturer, or tROC defined process.
  •  Diagnose impact and severity of request and update client when appropriate.

MARGINAL FUNCTIONS

  •  Creation and documentation of processes when requested
  • Reporting of ticket counts and status on an as needed basis

METRICS

vITM will be reviewed on:

  •  Number of completed pre-scheduled monthly client onsites
  •  Number of completed quarterly Backup and DR tests
  •  Accuracy of documentation during and after onboarding
  •  Time to complete onboarding process
  •  Percentage of normal operations tickets vs. troubleshooting tickets (75%/25% goal)
  •  Age of reactive tickets

Qualification & Education Requirements

  •  AA or BA in computer related field, business communication skills and experience, appropriate certification programs or 4-10 years of directly related work experience
  •  Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
  •  Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
  •  Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
  •  Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
  • Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
  •  Analytical Skills - Ability to use thinking and reasoning to solve a problem. OTHER

REQUIREMENTS

  • Valid driver’s license and reliable transportation
  • US Citizenship and clean background check

Our Values

Our Company is always seeking talented professionals to become part of something much bigger. We believe in developing lasting relationships with our people, partners, employees and consultants. Our Company has clearly defined its direction, mission and vision, and needs talented professionals that share our core values to become part of our group. We offer a fun and pleasant work atmosphere, professional training and development, above market compensation - along with resources & opportunity for growth.