Techie SaaS Product Support and Deployment Manager

• Provide daily management of the Technical Help Desk
• Promote the Support organization to clients and internal management
• Assume responsibility for deployed applications, and ensure systems are performing and available
• Provide daily direction for staff, serve as escalation point when needed
• Ensure support team is meeting Service Level Agreements, including uptime, fix time, and quality standards
• Prioritize issues among multiple clients as resource constraints arise
• Analyze performance of support organization through statistical reporting
• Ensure active development is smoothly transitioned from the development team to the support team
• Manage deployment activities for enhancements and new customer deployments
• Coordinate with account management team on daily contact with clients and partners

Desired Skills & Experience

• Project Management experience (certification preferred)
• Bachelors degree in IT or related field
• 4 to 6 years related experience
• Understanding of staffing / MSP / VMS business processes and their relation to technology
• Strong customer service skills
• Ability to multitask and prioritize simultaneous assignments
• Ability to complete assignments with minimal direct supervision
• Strong organization and time management skills
• Keep detailed records regarding problems, causes, and resolutions
• Hands on experience with software delivery — functional requirements, technical specifications, test plans, implementation, follow-up
• Practical hands on experience with VMS applications in a problem solving capacity
• Ability to manage technical and non-technical resources
• Ability to manage multiple internal and external stakeholders