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ICE Consulting is a privately owned leading Managed IT Services company (Managed Service Provider). Since 1997 we have specialized in providing managed IT services and managed security services for our clients. which are made up of small to medium-sized enterprises. We are looking for highly passionate individuals to join our team to help and drive the growth and success of our company.
Job Description:
As an IT Manager at ICE Consulting, you will play a pivotal role in providing exceptional IT services to our clients. You will be responsible for managing IT accounts, overseeing IT infrastructure, and ensuring our clients' technology needs are met with efficiency and excellence. The ideal candidate will have a strong background in IT infrastructure, experience in customer success management (CSM), and a proven track record of managing IT accounts in a fast-paced environment. This role requires excellent multitasking skills and a deep understanding of managed services.
Responsibilities:
Manage and oversee the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs) and quality standards
Provide excellent customer services for value added Manage Service Provider services to existing clients that exceeds SLA commitments
Help promote Manage Service Provider services to potential clients
Be champion for collaboration to all engineering teams for all client operational and project related objectives
Act as the primary point of contact for all client IT needs, developing strong, strategic relationships with each client. Understand and align IT services with their business objectives and needs
Lead a team of IT professionals, including engineers and technicians, to deliver exceptional service to clients
Develop and maintain strong relationships with clients, understanding their business needs and providing strategic and tactic IT guidance
Collaborate with internal teams to continuously improve service delivery processes and procedures
Monitor and analyze IT infrastructure performance, identifying areas for optimization and improvement
Ensure compliance with industry standards and best practices in IT service management
Provide leadership and mentorship to team members, fostering a culture of continuous learning and development
Manage the financial aspects of client engagements, including budgeting, forecasting, and cost management
Stay informed about emerging technologies and trends in IT infrastructure, recommending innovative solutions to clients
Requirements
Bachelor's degree in information technology, Computer Science, or related field
Minimum of 7 years of experience in IT infrastructure management, preferably in a managed services environment
Proven experience in customer service management, with a focus on client satisfaction and retention
Strong technical background in IT infrastructure technologies, including networking, servers, storage, and virtualization
Experience with IT service management (ITSM) tools and processes, such as ITIL
Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams
Strong leadership and team management skills, with the ability to motivate and inspire team members
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
Certifications such as ITIL, PMP, or relevant vendor certifications (e.g., Cisco, Microsoft) are a plus
Join ICE Consulting and be part of a dynamic team dedicated to delivering exceptional IT services to our clients.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Non-profit Organizations and Primary and Secondary Education
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