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Technical Support Manager (TSM)
Description: Ariento is seeking military veterans to lead teams of technical support engineers. You will be responsible for leading and managing our IT support desk engineering team, to provide unparalleled customer service with a focus on complete and timely resolutions to the technical needs of our customers.
This position requires a solid technical background combined with proven customer service experience and a strong management background. This includes the ability to problem-solve and the ability to motivate your team to achieve specific goals. This along with proven leadership skills, communication skills and organizational skills, are essential to perform well in this position.
Location: Los Angeles, Orange County or Sacramento (with opportunity to work remotely after first 12 months)
Compensation: Salary; Profit Sharing (Bonus) Program
About Ariento: Ariento provides cybersecurity, information technology (IT), and compliance services to small and mid-sized organizations. Comprised of a veteran team boasting decades of experience at the highest levels of the United States military and federal government, Ariento specializes in delivering best-in-class technology solutions that are secure and regulatory compliant. From consulting to fully outsourced IT services and more, Ariento gives business owners and executives one less thing to worry about in today’s interconnected digital world.
Manage the IT support desk team members and evaluate performance against established expectations
Ensure customer service requests (tickets) are handled timely and completely
Recruit, hire, train and support the IT service desk engineers from your military network
Set high customer service standards and hold engineers accountable to those standards
Contribute to improving customer support by involving yourself in situations that fall below these standards
Establish best practices throughout the entire technical support process
Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of help desk engineers to the management team
Take ownership of customer issues reported and seeing problems through to resolution
Prioritize and manage several open issues at one time
E5 (Sergeant) or above
Active Secret Security Clearance
Technical MOS such as cyber, communications, signals intelligence or equivalent experience. The following is not an exhaustive list. Other technical MOS in cyber, IT, intelligence, etc or equivalent experience considered. Example MOS include:
Air Force: 3C0X1
Navy: IT, H05A, IC
Marine Corps: 0651, 0688, 0689 or 28XX (entire field)
Army: 25B, 25N, 25U, 255N
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve technical issues
Proficiency in English
Customer-oriented and cool-tempered
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Solid technical background with the ability to provide clear and concise direction to the team
Proven successful work experience as a IT Support Desk Manager (minimum of 3 years)
Must be highly customer service focused
Must demonstrate strong management skills
Additional certification in Cisco, Microsoft, Linux or similar technologies
Security Plus certification
*Ariento is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.