Managed Services System Manager/Team Lead SmartSynch

SmartSynch is looking to expand its hosted support and managed services organization with the addition of a System Manager/Team Lead. The candidate will have at least 5-10 years' experience supporting outsourced functional and technical operations for large complex accounts. Working with the Director of Managed Services, the System Manager/Team Lead will own the primary operational leadership role for the daily customer support and services operations of the SmartSynch Advanced Meter Infrastructure (AMI) solution deployed at large electric utilities. The System Manager is responsible for ensuring overall Customer Satisfaction and is directly involved with managing, directing, supporting and training the Account Team staff.
Duties

Coordinates and manages all day-to-day efforts of the Managed Services Account Team
Provides leadership and management of Account Team members
Responsible for daily customer operations, support and field deployment efforts
Ensures daily data collection and monthly data file export creation and accuracy to the customer
Ensures effective troubleshooting, documentation and resolution of issues with vendor and network providers
Oversees product return process and participates in formal communication status updates with key internal and customer contacts on a regular basis
Works with the Account Program Director to ensure a successful deployment, efficient daily operation, and 100 customer satisfaction

Create and maintain reports pertaining to everyday business submitted on a daily weekly and monthly basis
Perform monthly and yearly evaluations of employees
Monitor and submit new department procedures ideas and processes to ensure an efficient operation

Troubleshoot software, communication and technical support issues by responding to customer support requests and working these issues to resolution

Qualifications

Bachelor's degree (B.A. or B.S.) from a four-year college or university in Computer Science, Business Information Systems, Computer Engineering, or related field required

Experience in Oracle or MS SQL relational Data Base technical support or hosted application support environment.
Experience with robust, enterprise-level application software
Excellent oral, written, and presentation communications skills combined with the ability to effectively communicate technical issues with individuals, team members, and executives
Excellent problem solving, logic and analytical skills
Demonstrated abilities in problem solving, interpersonal skills and computer skills
Ability to communicate clearly when confronting problems and working through solutions

Be self-motivated and be able to handle pressure

Experience with the utility Industry a plus.

Location:	4400 Old Canton Road Suite 300 Jackson, MS 39211 United States