- Create and implement technology strategies for Network Outsource and client products.- Lead and mentor the technology team, fostering a culture of innovation.- Collaborate with business units to understand technology needs and support their requirements.- Manage a team of Solution Engineers providing pre-sales solutions to meet client needs.- Manage vendor relationships, including vendor selection, contract negotiation, and ongoing vendor performance evaluation to ensure access to necessary technology solutions and services.

- Manage team of centralized services engineers- Responsible for maintaining all internal systems for company support ( PSA, RMM, Centralized Backup, Reporting, Etc)- Develop inter-department work-flows and train staff- Evaluate new MSP technologies that could improve service or efficiency- Over see hand-off procedure from project team to service - Conduct internal train classes on tools and technologies used to manage clients

- Manage team of Remote Service Engineers responsible for level 2/3 Support- Develop and enforce policies and procedures for level 1 thru 3 of support desk- Work with Level 1 Helpdesk supervisor to identify tickets that needed to be escalated to engineering- Triage incoming alert and ticket.

- Build and maintain an ongoing familiarity with each client’s culture, people, goals and technology.- Ensure communication with decision makers at each client, collect feedback and any issues, work with client’s to prioritize and communicate with their staffs.- Client Advocate – representative of client’s concerns and interests.- Build out, document, share and train on processes.- Maintain documentation of technology resources, including asset inventory, network diagrams and configurations and training materials.- Participate in Quarterly Technology Review meetings.- Conduct or participate in internal Network Outsource coordination meetings regarding open issues or projects.- Identify recurring or intermittent issues and prioritize response to make sure they are resolved permanently.- Anticipate technology needs, suggest upgrades and new technologies that can maintain stable function through growth or offer capabilities aligned with client’s goals, and alert Company and client to any projected risks or challenges as early as possible.- Responsible for emergency client support.

- Develop Policies and procedures for Field Service Team as well as supervise training of all new Field Technicians - Liaison to clients and co-workers to expedite and resolve outstanding issues to ensure that the company conforms to a predetermined company-wide standard.- Review cases open for an extended period of time and work with other departments to determine why the case has not been resolved.- Facilitate workflow between departments: Helpdesk/RSE/Project Management/Field Techs/Sales: to ensure cases, assigned work and/or projects are completed correctly and in a timely manner.- Develop and reinforcing internal training materials and instructional tools.- Improve and train technicians to be able to perform network assessment surveys for existing and new clients

Supporting and maintaining user desktops, laptops and peripheralsTravel to work-sites on Long Island and in the NYC areaPerform monthly and weekly maintenance of client’s network infrastructure and softwareInstall, configure and upgrade computer hardware and softwareProvide trouble shooting support for end users in a timely fashion

- Provide professional grade helpdesk support for all incoming customer calls- Troubleshoot all users TCP/IP, Pop3, and SMTP issues- Resolve all customer issues in a timely and professional manner- Educate customers about Cablevision products and technologies

- Installation of Commercial Fire-Burglar alarm, card access, CCTV, and networking- Service calls on fire-burglar alarms, card access, CCTV, and networking- Troubleshoot and repair network faults and damaged cables