At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?

We are unable to support remote international applicants or routinely sponsor work visas.

The compensation range for this job is:

$92,804.00 - $122,111.00

POSITION SUMMARY

The Manager, Managed IT Support Services will directly lead and manage the support teams and personnel tasked with providing excellent IT support to our Managed IT Services clients.  This position will serve an integral role in interfacing with Client and Technical Account Managers, Project and Service Delivery Managers, and Project Engineers and Technicians to ensure all of our client needs are met.  The position will be charged with ensuring that the service desk’s processes and technologies are meeting both the needs of our clients and the internal Alaska Communications Managed IT Services team as well.  This position will play the role of mentor and trainer to the technical staff, and in some cases act in their stead on the service desk itself.   Also, this person will be responsible at times for assisting the Managed IT Services Account Management team with such activities as client communication and coordination, sales training, and customer solution road-mapping.  Additionally, it will assist the Director, IT Service and Infrastructure Management to prepare the Managed IT Services budget and plan its activities for the coming year.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Examples of Job Duties

• Create and maintain a training program for increased customer service and technical knowledge for Managed IT Services.

• Supervise and monitor performance of technical personnel and maintain proper staffing level to ensure the objectives are met for the Managed IT Services Support team. Work with Human Resources by participating in candidate interviews for staff openings, conduct performance appraisals, assist in career development, and disciplinary actions as needed.

• Provide technical support, guidance, and on-the-job training to support team members within the latitude of established company policies.

• Assist in monitoring Service Level Agreements and contractual obligations to ensure the Support team meets all SLAs outlined in the scope of services.

• Assess changes in workload, evaluate impact to service levels, and make recommendations as necessary to Director, IT Service and Infrastructure Management.

• Identify solutions to improve service delivery, including the development of new policies, delivery of additional training, and identify proactive solutions to address potential quality issues.

• Reviews technical team time logs in Professional Services Automation tool at end of pay period for utilization and accuracy.

• Communicate recommendations for improvement as necessary, and provide status reporting to the Director, IT Service and Infrastructure Management.

• Assist with coordinating and managing the Project Engineering technical group responsible for implementing IT projects

• Serve as a key liaison between Sales, Account Management, Project, and Support teams

• Ensure completed technical projects are placed into day-to-day support seamlessly for the customer

Competency Statements

• Management, Coaching and Development Skills - Ability to organize and direct oneself and effectively supervise others. Ability to influence others to perform their jobs effectively and to be responsible for making decisions. Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.

• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

• Communication Skills - Successful candidate must have excellent oral and written communication skills. Position will require frequent preparation and delivery of detailed plans and proposals. Strong communication/interpersonal skills with emphasis on decision-making, conflict management, and team building and teamwork. Must have ability to develop work plans, work effectively as a member of a team, report on status of projects, and represent the team in meetings and/or with the client, and be able to coordinate issues identification and resolution between clients and the development team.

• Analytical and Problem-Solving Skills - Ability to use thinking and reasoning to solve a problem. Ability to determine how a system should work and how changes.

• Decision Making - Ability to make critical decisions while following company procedures.

• Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

• Lean Leadership:  Actively grows and promotes lean process improvement usage within department and within Company.  Strives to eliminate all waste – that which does not bring value to the customer – through the use of Lean PI.

MINIMUM QUALIFICATIONS

Education Required

Bachelor’s degree in computer systems, Computer Science, or closely related field. Equivalent education, experience, and training may be substituted year over year for the degree requirement.

Experience Required

Minimum of six (6) years of progressively responsible IT experience.  Equivalent education may be substituted for experience requirement.  At least three (3) years managing teams within an IT department.

Computer Skills

Demonstrated proficiency working with Microsoft Office Suite, to include Word, Excel, and Outlook.

Other Requirements

Strong technical knowledge in general business application support, MS Windows, Active Directory, MS Exchange, Cloud solutions, Virtualization, general desktop hardware support, SAN technologies, and networking. Experience with VolP phone systems. People management experience and demonstrated leadership skills. Relevant IT tertiary qualification and/or equivalent training and experience.  Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff across multiple disciplines. Highly developed written and verbal communication skills. Well-developed problem-solving skills, preferred.

We hope you’ll join us as we change lives through technology.