Installation Manager

Installation Manager

Apex Systems is searching for an Installation Manager to support the US Senate.

Location: First Street SE, Washington, DC 20004

Salary: $160-185k

Technical Qualification & Requirements

Supports implementing processes and procedures related to installation, warehouse operations, and asset management.

Supporting state, senate and committee offices

Oversees installation and maintenance of IT equipment

Phones, servers, computers, routers/network devices, etc.

Monitor/maintain the WiFi, wireless devices

Verifies that hardware installations meet quality standards and interfaces with the hardware vendors.

Manages post-installation testing and validation.

The Installation Manager has two functional groups under his purview:

The state-based installers (Blackbox is the company who provides our state-based resources) in all 50 states

A group dedicated to purchasing, warehousing, and managing all assets controlled as part of this program

Responsibilities

Oversee customer deliverables required for Installers, Imaging Team, Service Delivery Coordinators and movers.

Responsible for maintaining Installations contractual Service Level Agreements (SLAs).

Ensure that communications to key stakeholders are provided in a concise and timely manner.

Oversee the processing of incoming tickets for the Installations Team via phone, portal, email, and drop-in to ensure courteous, timely, and effective resolution of customer issues.

Provide superior technical support and service to the customer base community.

Lead and develop the Installation Team, including hiring, professional development and dedicated project work.

Design develop, and implement processes, systems, and technology to support and improve the technical support function, including workflow and ticket management.

Collaborate with cross-functional teams. Work directly with customer base on critical issues and assist with resolution when escalations are needed.

Assist with the oversight and development, implementation, and administration of the Installation Team staff training procedures and policies such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.

Assist the Operations Manager with reports and presentations.