To apply, please send your resume to recruiting@ariento.com. In the email subject line, please put the job title(s) you are are applying for. 

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.

Responsibilities:

  • 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

Requirements:

  • 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

Preferred:

  • Additional certification in Cisco, Microsoft, Linux or similar technologies

  • Security Plus certification

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*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.