Head of Technical Services and Support

Invision Technologies, LLC is seeking a Director of Technical Services to join our team. The ideal candidate exemplifies exceptional customer service while possessing the skills, knowledge, and aptitude to manage a staff of technicians and oversee the service delivery of our IT operations. The Director of Technical Services will oversee the daily assignments, training needs, and take technical escalations from the technicians. Ideal candidates are self-directed, organized, great communicator/trainer, and consistent in maintaining our high-quality of standards. This candidate must also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations.
This is a full-time position based in Albany, Ga.
Oversee and manage the Tier 1 Support team and its charge of providing exceptional customer service, issue resolution and triaging, and department efficiencies.
Serve as initial point of escalation for issue/requests within our client’s IT environments, including, but not limited to, hardware, software, networking, printing, Microsoft, and server support.
Responsible for service ticket resolutions, technician time management, and client satisfaction
Recognize trending issues and have a “big picture” mentality, make recommendations as needed to client and/or management.
Serve as a true leader to Tier 1 technical staff, overseeing their efficiency, time, skills, and career development.
Project manage new client onboardings, migrations to 365, server migrations, and any other large projects.
Ensure quality services are performed to the agreed SLA.
Ensure our technicians are always providing a true “white-glove” support experience and exceeding our customer’s expectations.
Work with the direct team as well as NOC technicians and the Service Desk to schedule and follow up on outstanding issues.
Oversee and manage all client documentation and configurations within company tools.
Oversee and manage our internal technical tool stack and our use/effectiveness of using them (RMM, AV, EDR, IRDR, Backups, etc).
Knowledge, Skills & Personal Qualities:
Demonstrate excellence in customer service.
Working knowledge of computer systems, including hardware, software, OS, and peripherals.
Time management, organization, and communication is vital.

5 years of IT management experience.

• Exceptional customer service skills.
• Managed Service Provider experience.

Comprehensive health care plan including options for Dental, Vision, and ST/LT Disability.

• Employer-provided life insurance at no cost to the employee.
• 401k retirement plan with company matching contribution; employees may participate after completing 1 year of service.
• Monthly mobile phone stipend.
• Invision Technologies is a regional technology management firm serving small and medium businesses. We serve the community by empowering our clients to do what they do best and ensure their technology works for them to accomplish their goals. We support data, telephone, low-voltage, and security networks. If it runs over IP…we support it. We are a close-knit, community-oriented team and we look forward to speaking with you!!