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VP of Information Technology

Company: Metro Sales, Inc.
Location: Twin Valley
Posted on: February 25, 2021

Job Description:

Tracking Code 233-404 Job Description ATTENTION TO ALL CANDIDATES:Metro Sales, Inc. is now a 100% Employee Owned Company with an ESOP retirement plan. In addition to the ESOP plan, participants/employees in Metro Sales profit sharing plan/401(k) are beneficiaries of a participant friendly plan. Metro Sales Profit Sharing plan has the highest Brightscope rating in its peer group with a total rating of 81 and a company generosity score of "GREAT".--About Metro Sales:Since we began serving our markets in 1969, we've grown to become one of the largest office systems dealers in the Midwest. Whether you're a customer with a single machine or large enterprise with a networked fleet of systems, Metro Sales provides technology, products, supplies, services and consultative know-how to help you achieve your business goals.Metro Sales Vision:We firmly believe that our employees drive the success of the company. With success in mind as the ultimate goal, we strive to create and provide an environment that offers challenging, stimulating and financially rewarding opportunities. Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential. We're looking for individuals who enjoy the entrepreneurial thrill of invention and who enjoy working as a team to create a satisfying outcome for our customers.--An important component of the growth and success of Metro Sales is to expand product and service offerings to meet market demands. Managed Network Services (MNS) has been identified as an area we wish to expand into. The Vice President of Information Technology (IT) will be responsible for the development of the Managed Network Services (MNS) product offering at Metro Sales. This role will assume all responsibilities needed to successfully build the product offering, the team, pricing and support to successfully launch the MNS department as well as strategically plan for future growth and success. Additionally, this role will eventually provide strategic leadership to the internal IT team to ensure Metro Sales internal resources remain best in class to consistently deliver a quality customer experience.Job Functions: Leadership-Managed Network Services

  • This role will have P&L responsibility of service delivery and customer satisfaction and team member development and management of the Managed Network Services division.
    • Provide vision, direct strategy and ensure execution of MNS strategies and initiatives to ensure best-in-class processes and technology
    • Serve as a culture champion representing Metro Sales core values in communication and action
    • Provide innovative solutions by demonstrating a continuous drive for improvement
    • Lead change management and transformation projects
    • Identify, explore and recommend new opportunities to expand services, products and processes to better support customers and Metro Sales growth
    • Utilize business analytic tools (such as Net Promoter Score [NPS], internal KPI's and metrics) to measure and elevate customer satisfaction
    • Research, design and recommend service level agreements and pricing structures
    • Develop and refine appropriate Service Level Agreements (SLA's) and Key Performance Indicators (KPI's)
    • Actively participate in strategic planning and follow through. Ability to develop, recommend and drive 3-5 year MNS business plan
    • Create and maintain policies and procedures needed for effectively providing IT services and solutions
    • Acquire and maintain detailed working knowledge of:
      • Complete Metro Sales product line (managed print services, copier/print, wide format, document services, facilities management)
      • Technology advancements
      • Business needs and risks
      • Industry trends
      • Competition
      • Assist direct reports in career planning and work to develop their professional skills to reach personal and professional goals
      • Facilitate a team-based, inclusive work environment to promote teamwork across the business lines and internal departments to drive employee and customer retention
      • Establish and maintain a strong network of relationships within the communities served to support brand presence in marketplace
      • Attend networking events to promote Metro Sales
      • Maintain knowledge of developments, trends, and best practices in office technology and managed network services
      • Project a positive corporate image within the community and with prospective employees-- Leadership-Internal IT This role will provide strategic leadership and have P&L responsibility over established internal IT department.
        • Provide vision, direct strategy and work with staff to ensure execution of internal IT strategies and initiatives to ensure best-in-class processes and technology
        • Lead change management and transformation projects
        • Maintain knowledge of technology developments, trends, and best practices
        • Utilize business analytic tools (such as Net Promoter Score [NPS], internal KPI's and metrics) to measure and elevate customer satisfaction
        • Actively participate in strategic planning and follow through. Ability to develop, recommend and drive 3-5 year business plan
        • Create and maintain policies and procedures needed for effectively supporting Metro Sales staff and the customers they support
        • Assist direct reports in career planning and work to develop their professional skills to reach personal and professional goals Managerial This position provides day-to-day management of the Managed Network Services and internal IT departments.
          • Direct, manage and coach department team members to successfully meet and exceed existing SLA's
          • Look for ways to continuously evaluate SLA's and KPI's to improve performance and remain current
          • Align MNS operations approach and customer understanding with Metro Sales' strategic direction
          • Effectively manage existing vendor relationships and research additional opportunities
          • Effectively oversee MNS budget
          • Ensure high levels of staff utilization by aligning staff expertise with department needs
          • Achieve individual department goals
          • Proactively project staffing levels
          • Recruit, assess and hire team members
          • Manage day-to-day employee relations opportunities and issues
          • Have more cooperative conversations with other team members and internal functions
          • Leverage existing knowledge to promote growth and opportunities
          • Recommend changes and enhancements of system and / or processes to increase efficiency of service operations and customer service
          • Schedule and host periodic informational team meetings and team-building exercises to build a cohesive team motivated to achieve their goals and provide the highest levels of customer service
          • Routinely evaluate direct report's performance
          • Effectively communicate with internal departments to resolve customer issues
          • Support the development of a pipeline of next-level talent by identifying talent and supporting their growth through project assignments Day-to-Day Customer Operations
            • Initially this role will provide Subject Matter Expertise (SME) to existing sales team as they market MNS to current Metro Sales customers. Dedicated MNS sales team members will be added as department revenue growth is attained.
            • Serve as primary project manager to review customer requirements, discoveries, onboardings and project work and assign internal resources. Work to transfer these duties to engineer as department revenue growth allows
            • Communicate with customers, IT personnel and sales staff to ensure a clear understanding of project status and maintain high levels of internal and external customer satisfaction
            • Establish internal benchmarks for time allocation based on work to be done
            • Initially lead, and eventually participate only, in quarterly and annual customer business reviewsOther Duties as Assigned Required Skills Knowledge and Skills:
                • 5+ years successful senior-level leadership experience in a technology industry such as managed IT service or 10+ successful career progression from management to senior-level leadership positions in a technology industry such as managed IT services
                • Bachelor's degree in Information Technology, MIS or equivalent
                • Demonstrated track record of employee development
                • Considerable knowledge of business theory, processes, management, operations and budgeting
                • Strong project management and problem solving skills
                • Exceptional planning and organization skills
                • Understanding of LEAN, Agile and business process management
                • Demonstrated ability to deliver on strategic initiatives
                • Wide-ranging understanding of business processes and change management required
                • Strong presentation skills
                • Minimum technical experience desired:
                  • Desktop support
                  • Microsoft Office Suite support
                  • Line of business application and productivity software support
                  • Mobile device support (i.e. iOS, Android, Windows Mobile)
                  • Hardware/software diagnostics and troubleshooting
                  • Hardware/software and firmware upgrades and installations
                  • Printer support
                  • Wired and wireless networking
                  • Spyware & virus removal
                  • Remote support tools
                  • Ticket system management
                  • Knowledgebase
                  • Google query
                  • Ideal technical experience includes:
                    • Windows Server
                    • Microsoft Active Directory
                    • Exchange
                    • Terminal services
                    • Mail routing and message tracking
                    • Routers, firewalls and switching equipment
                    • Network connectivity (i.e. TCP/IP, DHCP, DNS, etc.)
                    • Public DNS management and troubleshooting
                    • NTFS security and sharing
                    • Other Windows Server roles/features (i.e. Group policy, WSUS, SQL, print management, etc.)
                    • Backup monitoring, management and troubleshooting
                    • Hosted solutions support (email, servers, backups, etc.)
                    • Support and/or administration of a wide variety of desktop and server software
                    • Windows registry editing
                    • Virtual server infrastructure (VMWare, ESXi, Microsoft Hyper-V)Working Conditions:
                      • General working hours are Monday - Friday, 8 am - 5 pm with limited absences/tardiness. Additional hours as required to complete objectives. Attend occasional networking events, webinars and training
                      • Travel as needed to support Metro Sales various office locations, customers and industry events
                      • Deliver on Company mission, vision and core values
                      • Comply with Employee HandbookCulture Values:
                        • Innovation, challenge the status quo
                        • Teamwork
                        • Efficiency and continuous improvement
                        • Personal development through a learning mindset
                        • Commitment to community involvement
                        • Thinking like an owner--Benefits Offered:
                          • Paid Time off
                          • Medical Insurance
                          • Dental Insurance
                          • Generous 401K and Profit Sharing
                          • Employee Stock Ownership Plan (ESOP)
                          • Life Insurance Job Location Twin Cities Metro Area, Minnesota, United States Position Type Full-Time/Regular

Keywords: Metro Sales, Inc., Fargo , VP of Information Technology, Executive , Twin Valley, North Dakota

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