Program Manager (Professional Level 04)

Job Title: Program Manager (Professional Level 04)
Offer: TBD
Working Hours: TBD but it will be Fulltime Graveyard Shift ( WFH Set Up)
About the role: We are looking for an energetic and dynamic Program Manager to join our fantastic Technical Engineer Center (TEC) team. This exciting position is responsible for maintaining and improving client documentation as well as leveraging analytics and reporting to identify improvement opportunities across various key performance indicators (KPIs).
What You’ll Do:
Assist with the transition of new customers from the Onboarding team to TEC production operations.
Provide feedback/insights during the Onboarding-to-TEC transition process to improve speed, efficiency, and efficacy of the transition as needed.
Hold internal TEC stakeholders accountable for their duties related to the transition of customers from Onboarding to TEC operations.
Partner with Client’s Onboarding Team to ensure a smooth onboarding process as new customers transition to utilizing the Client as their IT service provider.
Provide regular reporting on your recommendations and other relevant information to deliver a high level of value to our clients and to the client.
Review items and service requests for each client to confirm that procedures are being followed correctly.
Perform trend analysis and help clients identify and plan for remediating lingering issues associated with their technology.
Take a proactive approach to clients’ satisfaction levels by conducting regular reviews of documentation and analysis of key KPIs to identify potential areas of improvement.
Monitor and track client improvement opportunities, conducting regular assessments to identify areas of enhancement.
Ensure timely communication with internal and external stakeholders, providing updates on progress related to identified improvement opportunities, key performance indicators, and service level adherence.
Create clearly defined policies and procedures for all new clients so other team members can continue to provide exceptional service.
Maintain and organize documentation in various knowledge repositories, leveraging tools such as IT Glue to ensure a centralized and easily accessible knowledge base.
Regularly update documentation to reflect the latest processes, procedures, and client-specific information.
Develop clear and concise process workflow diagrams using tools such as Visio or Yonyx to visually represent complex concepts and procedures.
What Skills & Experience You’ll Need:
Excellent interfacing with clients and can provide outstanding service and support.
A multi-tasker who can manage their time well and stay on top of multiple priorities at once.
Great at communicating with internal and external clients so that all parties are provided with timely updates on deliverables.
A problem solver and adept at mitigating conflict and addressing challenging situations.
A strategic thinker who is business-minded, creative, and passionate about providing high-level IT consulting to clients.
Passionate about staying on the cutting edge of technology.
Experienced doing similar work within the MSP industry.
Familiarity with IT Glue, ConnectWise, Power BI, Excel, or SharePoint lists.
To APPLY, please click on this LINK: OR send an email at
SUBJECT:Program Manager (Professional Level 04) Application
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