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Collaboration - Designated Services Manager (DSM)

Company: Experis
Location: Durham
Posted on: November 23, 2021

Job Description:

Experis has a LONG-TERM CONTRACT position opportunity for a Designated Service Manager for our IT client in RTP, NC with the following qualifications:

Role & Responsibilities:

The Designated Service Manager (DSM) for SW Support provides technical onboarding, technical adoption, incident management, change management, escalation management and quarterly reviews for the Collaboration portfolio. The DSM also provides proactive support associated with integrating the Application Software into the Customer's IT environment, and ongoing guidance to Customer's help desk personnel in providing internal support.

You will be responsible for the following primary key deliverables:

Facilitation of Technical Discovery sessions to learn about the customer's IT environment.
o Helping to ensure support access and readiness for IT Admins or Partners
o Conducting regular Operations meetings, ticket reviews, and Quarterly / Monthly Business Reviews
o Assistance with key migrations, upgrades, and special projects
o Ensuring that the customer understands new and upcoming product features
o Driving the resolution of S1, S2 issues and other related customer escalations
o Ongoing TAC case management and trends analysis
o Presenting roadmap and feature updates

You will also be expected to participate in continual learning through New Product and Feature training, key Service Delivery training, etc.
Minimum Qualifications
BS Information Technology, Computer Science or equivalent
Excellent communication skills (written and verbal); ability to communicate at different levels within an organization
Excellent consultative and customer service skills
Creative, self-motivated, and self-directed
Ability to understand and articulate technical information in a simple and concise manner
Strong knowledge of Telephony technologies
Experience and expertise in one or more key areas within the Collaboration portfolio: Webex, Webex Teams, Unified Communications, Contact Center
Great organizational skills
Ability and willingness to work flexible hours, as required
3 to 5 years in a Customer Support or Technical Support related position

Preferred certs:
iTIL Foundational

Keywords: Experis, Durham , Collaboration - Designated Services Manager (DSM), Executive , Durham, North Carolina

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