Kelser is looking for a highly motivated individual to join our team as a hands-on Manager of Professoinal Services. You will spearhead a team of expert engineers in the realms of Cybersecurity, Networking, Data Center, and Cloud Services. You will also be responsible for the oversight and management of help desk engineers.

Your pivotal role entails guiding the creation and execution of services centered on security frameworks, network management, data center architecture and a comprehensive suite of cloud service offerings. You will mentor the engineering team, set benchmarks for service delivery, efficiency, and the adoption of industry best practices.

Frequent interaction with clients, sales personnel, project managers, and senior leaders is a key aspect of this role, ensuring the delivery of premier services. This managerial position is integral to the seamless operation of our business and demands an individual who excels in fostering a highly proficient team.

If you’re an energetic professional who seeks to work with a dynamic IT managed service provider, please submit your resume and cover letter to careers@kelsercorp.com.

Responsibilities

· Take charge of all aspects of Kelser’s engineering team operations, to include the management of processes and procedures, deployment of technology and service solutions, personnel oversight, and strategic resource management

· Supervise the day-to-day activities of the support team, ensuring timely resolution of support tickets and all service level agreements are met

· Monitor and evaluate the daily operational performance of each support specialist, providing coaching and feedback to drive continuous improvement, making sure all SLAs are met

· Develop and implement procedures and standards to optimize support desk operations

· Serve as an escalation point for complex technical issues, ensuring they are resolved in accordance with our service level agreements

· Collaborate with other departments to streamline support processes and enhance the overall customer service experience

· Train new team members, fostering a culture of learning and professional growth

· Analyze support metrics and reports to identify trends and areas for improvement

· Deliver assigned technical projects on time and on budget

· Assist in developing and validating proposals and Statements of Work for projects

· Jointly with the Service Delivery team, formulate and refine technical project delivery protocols and “best practice” guidelines, along with corresponding documentation

· Serve as the principal resource responsible for delivering architectural engineering support to Kelser’s internal IT operations

· Mentor engineers enabling them to deliver consistent solution designs and well written documentation

· Stay abreast of current technologies and industry trends and contribute recommendations for products and solutions

· Foster career growth within the engineering team by consistently evaluating time management and utilization for consultancy, designing career development strategies, and advocating for the pursuit of professional IT certifications

· Other duties aligned with skillset, as directed by Kelser management

Skills/Qualifications

· 3+ years in IT showing regular progression, with 2+ years in a managerial role.

· Proven experience managing a technical team

· Experience within an MSP or ongoing operations environment a plus

· An understanding of automation and how to promote the use of it for efficiency in operations

· Ability to coach, manage, and develop technical staff

· Ability to develop and streamline work management processes

· Ability to collaborate openly across the organization

· Troubleshooting, problem solving, and analytical skills

· Cisco, Fortinet, and Meraki design and deployment experience a plus

· Working knowledge Wi-Fi security methods, VLANS, VTP, STP

· IPSec, SSL, and remote access VPN solutions

· Advanced IP addressing understanding

· Proficient with DNS, DHCP, SNMP, Radius, and other network related services

· Network security best practices

· Proficient in all Microsoft platforms

· AWS, Azure VPN, virtual firewall, and networking experience

· Proven experience in a technical support role with supervisory responsibilities

· Strong understanding of IT support processes and Tier-2 level issue resolution

· Excellent leadership, communication, and problem-solving skills

· Ability to work under pressure in a fast-paced environment

· A bachelor’s degree or equivalent in Computer Science, Engineering, or equivalent combination of education and experience

Metrics/Measurements:

· Team performance towards project delivery efficiency and completion

· Services portfolio design, development, deployment, and documentation

· Professional development

· Internal and external client satisfaction

What We Can Offer You

· Medical/Dental/Eye Care Insurance with Reimbursed Deductible

· Flexible Paid Time Off

· 401(k)

· Profit-Sharing

· Short Term/Long Term Disability Insurance

· Free Parking

· Life Insurance

· Paid Holidays

· Employee Purchase Program

· Free Coffee

· Collaborative Hybrid Workspace

Kelser Overview

We’re a team of biznologists who bring boundless enthusiasm, technical curiosity and genuine concern for the success of our clients to each engagement.

The title reflects what we know to be true: you can’t have technology without understanding the business framework in which it operates. Together, we’re creating a world of energized relationships and shared prosperity. If that’s how you like to work, come join us. Our team’s energy creates an enthusiastic and engaging workspace. We rely on a continuous infusion of innovative and creative ideas providing everyone the opportunity to use their individual skills and abilities to guide our clients through the numerous IT challenges they encounter on a daily basis.

Kelser empowers each employee to make an impact every day by living our values. Hard work is not only appreciated but rewarded. As a result, we have achieved high employee retention and development. Many employees have been with Kelser for more than 20 years.

The Kelser team works with integrity and enthusiasm to provide each client with the highest quality product and experience. Kelser cares about what's best for its clients and understands that excellence starts with each staff member. Kelser continues to provide the highest level of satisfaction to all business relationships while continuing to grow in expertise with the incessantly emerging technology environment.

Kelser Corporation is an equal opportunity employer.