• Acts as primary point of contact to customers and provides oversight to ensure customer satisfaction and revenue growth.• Manage customer relationships. • Ensure Project Management Oversight of new customers being provisioned.• Work internally and with the customer to resolve business and technical service related issues.• Create Contract Change Orders to support customer requested changes and grow revenue.• Create overall project work plan and manage large-scale technical deployment and infrastructure in a multi-site / geographically diverse technical solution.• Manage suppliers and subcontractors’ deliverables and work output in support of overall project.• Ensure contractual obligations and compliance are met.• Monitor customer SLA performance and assist with vendor management of suppliers / subcontractors in support of project.• Create monthly and weekly customer facing reports with program / project status.• Manage and track all open issues / system deficiencies and historical project records.• Assist with monthly invoice questions / reconciliation as requested by Customer.• Work closely as a customer advocate to help the customer reach their goals.• Create and manage a customer “Run Book” and Operational Information for each assigned customer. Facilitate technical support case review calls with each customer.• Successfully use internal relationships to maintain and grow revenue opportunities. Maximize revenue by offering additional service offerings.• Available on a 24x7 basis to manage customer escalations, routine and emergency maintenance and incident management.• Performs other duties as assigned.

• Oversee 100% of the requests, incidents and problems on a 24/7-support desk environment.• Manages and coordinates urgent and complicated support issues. • Act as escalation point for all requests and incidents. • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. • Determine root cause of issues and communicate appropriately to internal and external customers. • Train, coach and mentor Service Desk Specialists including career development. • Interact with internal and external customers. • Provide data and reporting of KPIs and trends on ad-hoc, weekly, monthly basis. • Drives Ticket Deep Dive and develop strategies for improvement. • Work to make Service Desk the single source of truth and service delivery channel for IT. • Monitor and manage phone queue (participating in escalated calls as needed).• Oversee Solutions repository and ensure top quality solutions are available to the staff. • Develops Service Level Agreements to set expectations and measure performance. • Develops an effective and workable framework for managing and improving customer IT support in the organization. • Advise management on situations that may require additional client support or escalation. • Responsible for hiring, disciplinary, and termination actions.

• Answer all phone, email, voicemail requests or incidents for 45 clients while using multiple ticketing systems for tracking.• Analyzes, resolves, or escalates incidents and requests with a benchmarked First Level Resolution target.• Supports at a minimum Microsoft Office, Windows XP and Windows 7, Site Standard Desktop, Remote Access, , Active Directory administration, Hardware Diagnostics, Network fundamentals, and Web technology. • Investigates causes, tests solutions, and puts solutions in place to reduce calls to the help desk. • Fixes causes, not just solutions. Works to eliminate recurring problems and reasons to call. • Promotes effective use of technology. • Watches for trends that indicate potential problems and then eliminates the problems before they happen. • Promotes a professional help desk image and sells the value of the help desk. • Understanding help desk priorities and objectives and taking an active role in accomplishing these objectives.