• IT Engagement Manager

    Posted Date 2 weeks ago(6/7/2018 7:50 AM)
    Requisition ID
    2018-2690
    Position Type
    Regular Full-Time
    Job Locations
    US-OH-CLEVELAND
  • About Us

    PCM is one of the fastest-growing value added direct marketers of technology solutions for business, government and educational institutions as well as consumers. We’ve built an environment that is fast-paced, growing and continually changing with the needs of industry. Our rapid growth and expansion has created numerous career and advancement opportunities. 

     

    Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses. 

     

    PCM is an exciting and rewarding place to work.

    Overview

    The primary focus of the IT Service Delivery Manager is to ensure customer SLA compliance and fulfillment of SOW deliverables.   The IT Service Delivery Manager will own the creation and fulfillment of IT processes / procedures in coordination with ITIL best practices.  In addition, the IT Service Delivery Manager will deliver weekly/monthly metrics and governance presentations to the customer. 

    Responsibilities

    • Will have operational control over ITIL functions including Asset, Incident, Change, Problem, Configuration and Release Management.
    • Will manage a level 3 desktop engineering team and relationship with remote managed services
    • Develop a career path in conjunction with customer management that is beneficial to both employees and customer.
    • Travel to multiple sites across several states to oversee day-to-day operations as well as work with customer management to develop and implement continuous improvement process.
    • Assist PCM recruiting team to develop talent pipeline to help facilitate the rapid on-boarding of IT talent in various markets.
    • Provide operational leadership and expert knowledge to customers to assist their IT related challenges. 
    • Define the process and direction to consistently provide excellent service and meet all SLA expectations.
    • Maintain updated documentation for all meetings, projects, Life Cycle assets and procedures.
    • Provide Senior Management and the customer required weekly, monthly and quarterly performance reporting
    • Work closely with our sales team to answer all requests for quotes on software, hardware and solutions that may be needed upon contact at the earliest time frame.
    • Gather requirements from Customer's IT and Business elements to ensure requirements are delivered to support the business.
    • Will be the customer satisfaction resolution point of contact for all issues and escalations.
    • Maintain proper staffing requirements consistently and urgently to not impact service levels.

    Qualifications

    • Knowledge of Enterprise Inftrastructure, particularly desktop engineering
    • Experience in a leadership or engagement manager role with direct reports and hiring responsibilities.
    • Demonstrable talent with documentation and process implementation (have examples/portfolio of work).
    • Strong knowledge of IT desktop support/customer support projects and industry. 
    • Knowledge of IT industry trends including remote hosting, cloud, desktop support, service desk.
    • Experienced with configuration and deployment center processes.
    • Strong project management skills.
    • Performance improvement experience including staffing optimization and process optimization.
    • Knowledge or SLAs and experience in an SLA driven environment.
    • 7+ years of experience in the IT industry, 5+ years of experience in an engagement manager or similar leadership role.
    • Knowledge of help desk ticketing systems and typical service desk workflow.
    • Familiar with support of both Mac and Windows based PC’s.
    • Asset management experience.
    • Excel and reporting experience.
    • Forecasting / trend analysis.
    • Familiarity with ITIL methodology.

     

    Why work for Us?

     

     

    PCM Offers:

    • We offer an environment for career-driven individuals seeking to make a solid contribution to our company objectives and their own career enhancement. If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then PCM is the place to build your career.

       

      PCM offers a competitive base salary, bonus, 401K with a company match and medical/dental benefits as well as an Employee Purchase Plan, company sponsored discount programs and paid time off.   

       

      PCM is more than an IT provider: we are a trusted technology partner for thousands of businesses across the country specializing in cloud, data center, mobility, networking, security, and software solutions.

      PCM: The right technology, delivered! 

        

     

     

    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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