Deskside / Site Manager

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!

Are you passionate about cutting-edge technology and working for a company that values FUN?

We are looking for an energetic and client-facing Deskside/Site Manager for our Denver branch to build a dynamic relationship with our client, be a creative problem-solver and apply technical expertise when needed!

In this role, you will align the delivery of services with Long View’s core values and our clients’ expectations to ensure a healthy IT environment! As the front line representative for Long View, you will interact directly with our clients and our Systems Consultants. You will also work directly with Account Managers and the Client Service Managers (CSM) to provide quotes as well as escalate client side opportunities for potential projects. This role is based onsite in downtown Denver.

A Day in the Life:

• Day-to-day management of all of Long View’s onsite end user support personnel
• Manage and coordinate with Long View’s desk side resources and offsite resources
• Assure Long View’s IT team is monitoring and responding to the client’s ticket queue
• Work with Long View’s recruiting and management team to screen and interview resources and hire to fill client services resource roles for Long View’s onsite team in order to provide the agreed upon service to client
• Ensure resources have a solid understanding of client’s culture, policies, practices and guidelines
• Communicate status of incidents, plans for resolving incidents and completed incident reports to client
• Offer expertise and insight into best practices that client may incorporate into the delivery of client services
• Make recommendations on metrics that may be used to measure performance of services being delivered
• Manage the processes, tools, best practices, and measurements utilized in delivery of Services
• Emphasize the importance of quarterly Career Life Planning Sessions (CLPs), challenging your team members to develop their careers
• Encourage team members to participate in quarterly training
• Regularly deliver support, both career and life, positive feedback, constructive criticism and areas of improvement to each of your team members
• Identify and mentor people interested in being successors to your role
• Communicate with client on all items affecting team members, i.e. medical, absenteeism, vacation, and feedback
• Act positive and upbeat in all client and team communication, being a source of optimism Promote the LVS culture within your team, leading by example

What You Bring:

• Experience overseeing delivery of end user support services in a global company.
• Experience managing and supporting a team of 5-10 support technicians to provide and maintain a high level of customer service and satisfaction.
• Experience delivering white-glove support for VIP users, making sure the team is providing prompt and exceptional service.
• Act as the primary escalation point for critical issues, facilitating timely resolution and maintaining exceptional communication throughout the process.
• CSI approach to assess the existing service, identify areas for improvement, and provide strategic recommendations to enhance overall performance.

Who You Are:

• Committed to Long View’s four core values: Integrity, Competence, Value and Fun with a passion about total customer satisfaction and building a team
• Customer-oriented, High energy, with high initiative
• Pleasant on the phone and in possession of superior interpersonal skills
• Interested in and knowledgeable about current news, system information, problems, changes and updates relevant to the IT user community
• Passionate about creating a great client experience and willing to assist in other areas of the business
• Excited about and willing to take 2 - 4 training events per year
• Supportive and aware of following all LVS policies including our Health, Safety & Environment (HSE), Security Compliance and Respectful Workplace Programs

Benefits

Long View Systems (LVS) is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 or more hours per week. You share the costs of some benefits (medical/prescription, dental, vision) and LVS provides other benefits at no cost to you (group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability). In addition, there are voluntary benefits with reasonable group rates that you can purchase through LVS payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance).

Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know