Client Support Manager

Dresner Group; Columbia (MD); On-site; USD 80,000 - 110,000; Full time

Job summary

Dresner Group in Columbia, Maryland, is seeking a hands-on technical engineer to manage a support team and deliver IT infrastructure support. The ideal candidate will have 7-10 years of experience and certifications, alongside strong problem-solving skills.

You will enhance productivity, maintain service levels, and facilitate customer resolutions. A willingness to work flexible hours is essential. Join us in a fast-paced environment where your contributions make a difference.

Qualifications

• 7-10 years of career oriented working experience with managed service providers.
• Willingness to work evenings and weekends on occasion.
• Certifications like MCDST, MCTS, A+, Network+, CCA, VCP, MCSA, MCITP.

Responsibilities

• Deliver IT infrastructure support using remote capabilities.
• Manage the Client Support team and triage support requests.
• Improve productivity by recommending changes in tools and processes.

Skills

Active Directory Administration

TCP/IP, DNS, DHCP

Remediation of Virus/Malware Infections

Microsoft Office Suite

Service oriented attitude

Education

Bachelor's degree in information technology

Tools

Firewalls

Routers

Switches

Microsoft Server Operating Systems

Job description

Job Description

This position is a multi-faceted and dynamic opportunity for a hands‑on technical engineer that is looking to be involved in all aspects of technology & service delivery, while managing a team of support technicians. The individual should be a detail and process oriented person, as well as possess solid problem solving skills. In addition, the individual must have excellent verbal and written communication skills to keep our clients, management, and other CST's informed.

Qualifications

Job Responsibilities

• Deliver personalized IT infrastructure support for Dresner Group's customer base from a centralized facility using remote capabilities and leading‑edge automation tools.
• Identify, troubleshoot, research, support and resolve customer IT issues.
• Manage the Client Support team, triaging of support requests, and ticket queues.
• Scheduling of support and preventative maintenance tickets
• Work with management team to develop baseline support metrics
• Deliver and exceed on all team performance targets
• Maintain and monitor quality service levels
• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, and reporting
• Facilitate customer resolution for escalated calls and engage the necessary technical support

Preferred Working Experience

• Active Directory Administration including User Accounts, Permission Delegation & Settings
• Basic knowledge in setup, configuration and troubleshooting of the following:
• Firewalls, Switches and Routers.
• Anti‑Virus Administration & Agent Deployment
• Group Policy Object Administration
• Print Server Management
• Advanced knowledge in setup, configuration and troubleshooting of the following:
• Microsoft Office Suite
• Microsoft Desktop Operating Systems
• Microsoft Server Operating Systems
• TCP/IP, DNS, DHCP
• Remediation of Virus/Malware Infections
• Minimum of 7‑10 years of career oriented working experience
• Relative working experience with managed service providers or similar organization.
• Demonstrated leadership abilities and achievement orientated

Required

• Bachelor's degree in information technology or equivalent working experience.
• Willingness to work evenings and weekends on occasion.
• MCDST, MCTS, A+, Network+, CCA, VCP, MCSA, MCITP
• Certifications may be supplemented with equivalent working experience but should be obtained during employment with DG

Characteristics

• Enthusiastic about working in a fast‑paced and ever evolving environment.
• Enjoy working with existing clients and eager to engage in new client opportunities.
• Service oriented attitude - will do what it takes to get the job done right.
• A spirit of perpetual learning, identifying new technologies as they emerge and becoming an expert in them.
• A passion for sharing information to the team and clients.

Additional Information

All your information will be kept confidential according to EEO guidelines.