IT Solutions Manager

Job Description

Job Description

Position Summary:
The IT Solutions Manager plays a critical role in ensuring the seamless delivery of exceptional IT services at Focus Data Solutions. Reporting directly to the Director of IT, this leader is responsible for overseeing and mentoring the IT team, driving their professional growth, and ensuring operational excellence. This individual fosters a collaborative and high-performing environment by mentoring support and project specialists, guiding principal engineers in addressing advanced IT challenges, and ensuring service excellence that meets client satisfaction goals.

Key Responsibilities:

Team Management and Mentorship:

· Lead and oversee the activities of the IT team, ensuring alignment with organizational goals and client needs.

· Mentor and coach support specialists and project staff, promoting professional growth and skill development.

· Conduct weekly team meetings and hold one-on-one check-ins to cultivate a positive team dynamic and high employee satisfaction.

· Collaborate with the Director of IT to set annual goals, monitor team performance, and implement development plans.

· Design and maintain process documentation, SOPs, and team workflows.

· Develop and facilitate onboarding and ongoing training programs for new and existing team members.

Operational Excellence:

· Work closely with the IT Operations Coordinator to monitor ticket queues, ensuring all service requests are handled efficiently and resolved within SLA targets.

· Serve as the escalation point for complex client issues, providing expert guidance and resolution assistance to the assigned IT Solutions Specialist or Principal Engineer.

· Identify risks to service delivery and implement mitigation strategies.

· Collaborate with internal stakeholders, including the Proactive Solutions Manager, Client Accounts team, and Business Development Representative, to ensure seamless operations and client service.

· Drive process improvements to optimize resource utilization and team productivity.

Client-Focused Leadership:

· Act as the primary point of contact for escalated client concerns, ensuring timely and effective communication.

· Foster strong client relationships by maintaining awareness of outstanding issues and ensuring their resolution.

· Continually identify opportunities to enhance client satisfaction and improve service delivery.

Additional Responsibilities:

· Conduct performance evaluations and create individualized development plans for team members.

· Stay current with emerging trends in IT solutions and best practices by reviewing industry publications and attending relevant training.

· Provide hands-on training assistance with Tier 1 and Tier 2 service tickets when necessary.

· Assist with project resource allocation to ensure successful project delivery.