Senior Technical Manager
Job Description Neovera is a trusted provider of complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera's clients range from start-up and non-profit organizations, to global media, distance-learning, and financial institutions. Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions. SENIOR TECHNICAL MANAGER SUMMARY This role is responsible for managing a long-term client site team, working closely with the client to support their information technology needs and goals, as well as provide leadership and direction to the team residing at the client's site. Common technology services provided by the team residing at the client site are delivered using the corporate technology standards. Common services provided by Technology Operations department, where the monitoring and incident and problem management of technology services occur, will be closely coordinated such that any technology related changes are planned and communicated to the Technology Operations department as required. Location is Bethesda, MD. ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned) Develop and maintain close relationships with key client executives to ensure their expectations are being met or exceeded. Handle support calls initiated by client's management team. Evaluate, plan, and deliver key client projects. Monitor deliverables and progress through communication with project members to ensure deliverables are completed on time. Oversee onsite support team of engineers, providing planning and coordination of client services. Provide leadership and mentoring to ensure the efficient, positive, and professional performance of the support team. Act as point of escalation for the support team as subject matter expert. Determine and facilitate, in a timely manner, the next step of escalation when necessary. Establish policies and procedures to ensure that Neovera provides a consistent level of satisfactory service. Ensure corporate technology standards and methodologies are documented and followed. Provide leadership during crisis, managing client expectations while bringing major problems to a quick resolution. Make recommendations in the interview, hire and termination decisions pertaining to the onsite support team. Responsible for managing all infrastructure maintenances, working closely with business, vendors and engineers. This includes working with the corporate platform owners within Technology Infrastructure department in coordinating/recommending refreshes as necessary, and ensuring that effective capacity management and monitoring is performed. Manage technology vendor relationships through the implementation and post implementation of Projects and Services. EDUCATION/QUALIFICATIONS Bachelor's degree in Computer Science or related discipline preferred. Minimum of 5 years of experience in all phases of information technology management required. Strong knowledge of IT best practices. Experience providing support during non-business hours. Experience managing technology infrastructure projects. Ability to communicate effectively at all levels of the organization, both verbally and in writing. NEOVERA CULTURAL EXPECTATIONS FOR EMPLOYEES Demonstrates steadfast integrity and candor always: Possesses high ethical standards; earns trust and is a direct and truthful individual. Does what is right and in the best interest of the organization. Admits mistakes and maintains a “no surprises” work environment. Reaches out to and cooperates with peers, supervisors, and other constituents (as appropriate) to establish a collaborative working relationship that focuses on achieving the business objectives and fulfilling the mission of NEOVERA Demonstrates team work and acts with respect and professionalism always with other employees and constituents. Is self-driven and can be counted on to exceed goals successfully: Pushes self and others for results and follows-through on commitments. Lives up to verbal and written agreements regardless of changing priorities and unexpected barriers. Demonstrates tenacity and willingness to go the distance to get something done. Exhibits “ownership” of their activities and responsibilities. Actively asks questions and seeks to understand relationships between issues across the organization (importance, impact and relevance of the issues being presented and how they advance the goals of NEOVERA) The overall well-being of our employees and their families is important, and Neovera provides many valuable benefits, programs and tools to help manage the various phases, developments, and priorities in your life. Medical and Dental insurance coverage Flexible Spending Account for pre-tax payment of Health and Dependent Care Expenses Life Insurance Short and Long Term Disability Insurances Paid Vacation Weekly Catered Lunch Discounted Gym Membership 401k Competitive Base Salary Neovera is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state or applicable law. Company Description Neovera is a trusted provider of cyber security and complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera's clients range from start-up and non-profit organizations, to global media, distance-learning, and financial institutions. Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions.