Job Title
Service Delivery Manager

Description
At Claris, we hire people with certain character traits. Our employees across the board are effective communicators, invested in their families and community, value working hard with integrity, and have a serious passion to serve people.

The Service Delivery Manager’s role is to oversee the service desk operation (Systems Administration Team), and ensure that end users are receiving efficient and timely support. This includes the responsibility of developing and managing procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Delivery functions. The Service Delivery Manager will work to ensure that end users are receiving the BEST service they have ever experienced and that our employees love to come to work each day.

To apply, submit your resume to bfinnegan[at]clarisnetworks.com

Responsibilities
Strategy & Planning

• Participate in developing corporate strategic planning initiatives and objectives.
• Serve as member of the Management team, meeting regularly to plan, evaluate progress toward business objectives and communicate relevant issues.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Evaluate and plan for maximum efficiency in resource utilization.

 
Operational Management

• Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues.
• Understand, communicate and enforce service levels agreements to establish and adhere to problem resolution expectations and timeframes.
• Develop and implement step by step, repeatable processes that drive consistency and accuracy in service delivery.
• Design and enforce request handling and escalation policies and procedures.
• Perform staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required.
• Implement a scheduled and disciplined review of metrics and trends in order to proactively identify areas of concern or other issues.
• Manage escalated and complex customer issues that impact the team and overall business objectives.
• Manage the Systems Administration Team including, but not limited to: setting expectations, training, performance evaluations, career development, hiring and disciplinary action.
• Prioritize workload for Systems Administration Team and individual members as necessary.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups, After Action Reviews, in the event of a service disruption or outage
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Effectively and consistently communicate issues and ongoing operations with Management Team and other departments
• Participate in the development, implementation, and administration of Systems Administration Team training procedures and policies.
• Continuously identify process and resource efficiencies to streamline workflow and service delivery.
• Assist in development of reporting to end-users.

Knowledge & Experience

• Progressive experience in a team management position (technical support team experience is a plus).
• Proven track record of consistently producing superior-quality and timely deliverables.
• Demonstrated ability to design, implement, assess and continuously improve processes and procedures.

Personal Attributes

• Exceptional customer service orientation.
• Demonstrated relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Strong documentation skills.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Additional working hours as required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Some travel may be required.

Here’s the scoop: Google is making eyeglasses that instantly present digital information over the objects you’re seeing through the glasses. The technology is called Augmented Reality or Heads-Up Display, and there are some very exciting applications for certain markets. Here are a few scenarios in which a product like Heads-Up Display glasses could really hit the mark:

Tourism: You stop by Philadelphia’s Welcome Center and rent a pair of glasses for the day. You’re walking around Philadelphia, seeing the sights, when you stumble upon a familiar-looking building. Then, a description of what happened at Independence Hall pops up. After learning your bit, you turn around and a quick scan of the area tells you how far you’ll have to walk to find the best pizza joint.

Astronomy: Those astronomy/sky map iPad apps are really awesome, but it’s awkward and bulky compared with seeing them in your natural frame of reference.

Navigation: Trying to find the right office building in a confusing complex just got a lot easier. Don the Google Glasses and a step-by-step navigation assistant could guide you right there.

Quality Assurance: What if you could outfit your plant operators with glasses sporting a software that could identify flaws not visible to the human eye? I’d buy one…or 20.

Sure, you could open your smartphone, download an App, find the app, click the app, and then look like a weirdo walking around holding it up to different storefronts and monuments and what-not, reading paragraphs on your tiny screen. OR, Google could make all that Augmented Reality stuff really easy. It’s reported the glasses will be available by the end of this year, will cost between $250-$600 and be 3G or 4G enabled.

In what other avenues could you see a product like this taking off?

Because it’s easy to spend the first 3 hours of your workday replying to email, and an evenly distributed 4.5 more throughout the day, Claris has recently instituted a new corporate email policy. Our parameters for answering the question “Should I send this email” are a little different. More along the lines of: “Only send if you don’t need an immediate answer” and things like that.

After a small chuckle over this infographic-flowchart, tell us what parameters you have for sending email around the office.
 

Created by: OnlineITDegree.net

If you’re unfamiliar with 3D printing, here is a brief synopsis: it is a process by which machines add tiny layers of virtually any substance onto a surface to create physical copies of whatever you want. People print toys, model parts, machinery, food, cars and even human organs. Yes, human organs.

Anthony Atala presents how 3D printing can revolutionize organ donation and transplants. During the course of the presentation, a printer actually prints a human kidney.





A recent article on digitaltrends.com outlined how doctors printed a 3D titanium jaw bone for an 83 year old woman, which allowed her to bypass a very risky reconstructive surgery. Though not obvious, the implications for the medical world are astounding and exciting. Implications for other industries include:

• Rapid prototype development for research and testing inventions
• Quick replacement of hard-to-manufacture parts, minimizing bottlenecks for machine repair
• Astronauts on the ISS (or another planet) being able to quickly make repairs

If you’re interested in buying one, expect them to start at around $1,000 and go (way) up from there. Check one out at Makerbot industries here.

Have you used a 3D printer? What would you do if you had one?

Claris is hiring a senior level systems administrator. So if you’re interested in working with some of the brightest minds in the business at one of the fastest growing technology providers in the country, keep reading.

At Claris, we hire people with certain character traits. Our team members, across the board, are effective communicators, invested in their families and community, value working hard with integrity, and have a serious passion to serve people.

On top of that, they are Navy SEAL level multi-taskers with customer service on the brain.
And, did I mention they’re seriously, 100% committed to serving customers? Good.

Here are the technical specifications for the position:

Priority: 5 + years of experience in Windows Server and VMware. Thorough experience and proficiency in Citrix, Exchange, and Terminal Servers.

Desired Skills:
* Windows Server Administration and troubleshooting 2003/2008
* Microsoft SQL
* Microsoft Exchange 2003-10
* Terminal Server and Citrix administration
* Basic network troubleshooting (router, firewall, switch)
* Backup troubleshooting
* VMWare
* BES troubleshooting
* AV troubleshooting
* Data center experience
* Sharepoint troubleshooting and administration
* IP phone support

Required:
* Emphasis on customer service and professionalism
* Triage IT issues while providing excellent customer service and documentation
* 5 years + experience providing technical support
*BS in Computer Science
*Pass a background check and drug screen
*Ability and desire to document work on a daily basis
*Must possess strong written and verbal communication skills
*Must be a team player

Send resumes to aprice[at]clarisnetworks.com