IT Weekend Service Manager

Work alongside the best minds in technology.

If you are looking for a place where teamwork, client service, integrity, excellence, continuous learning and professionalism are core values, then Kraft Kennedy may be the place for you.Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology and management consulting, technology strategies, application specialties, technology infrastructure, managed services and proactive support. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. With over 30 years’ experience we have learned that the key to successful IT is to focus as much on the business needs of the client as on technology.

The Support Practice Group of Kraft Kennedy is seeking applicants for full-time remote positions with either of the following hours:

Weekend Thursday through Monday, 8:30am to 5:30pm EasternorWeekend Friday through Tuesday, 8:30am to 5:30pm Eastern

OverviewThe Support Practice Group (“SPG”) is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.This position reports to the Practice Group Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process. Roles and Responsibilities· Provide oversight of the daily movement of tickets throughout the Support Practice Group.· Coordinate work across SPG shifts.· Provide escalation support for weekend SPG team members and coordinate escalations with assigned team members.· Manage customer concerns in a professional and tactful manner.· Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.· Interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.· Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.

Experience and Qualifications· Bachelor’s Degree in IT or related field or a minimum of three (3) years of related work experience in lieu of a degree.· Minimum three (3) years of Managed Service Provider experience.· Experience in a managerial role in a customer service setting.· Experience dispatching information technology related tickets.· Strong customer service and communication skills.· Very organized and detail oriented, with a high degree of accuracy and follow up.· Strong problem solving and technical troubleshooting skills.· Experience supporting modern hybrid cloud environments.· Microsoft certifications and/or related technical certifications are strongly preferred.

CompensationThe base pay for this position has a salary range of $70,000 to $80,000. The actual salary offer will take in to account a wide range of factors including the individual’s qualifications, experience as well as location. In addition, certain positions are eligible for bonuses or commissions.

Why join us?· Family oriented team environment with strong emphasis on work life balance· Medical, dental, HSA, life and long-term disability insurance· 401k with company match· Phone reimbursement· Holidays/vacation/sick days

Physical Requirements:Prolonged periods of sitting at a desk and working on a computer.

Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.