Engagement Manager  

  • Manage two teams of service support staff for customer, including a remote support team and a Service Desk Team.
  • Define the process and direction of both staffs to consistently provide excellent service and meet all SLA expectations.
  • Maintain updated documentation for all meetings, projects, Life Cycle assets and procedures.
  • Provide Senior Management at the customer with the required weekly, monthly and quarterly performance results in reports.
  • Work closely with our sales team to answer all requests for quotes on software, hardware and solutions that may be needed upon contact at the earliest time frame.
  • Capable of being the customer satisfaction resolution point of contact for all issues and escalations.
  • Maintain proper staffing requirements consistently and urgently to not impact service levels.    

****Based out of Columbus with up to 2 days a week onsite in Cleveland  


Position Requirements


  • Experience in a leadership or engagement manager role with direct reports and hiring responsibilities.
  • Strong knowledge of IT desktop support/customer support projects and industry. 
  • Knowledge of IT industry trends including remote hosting, cloud, desktop support, service desk.
  • Performance improvement experience including staffing optimization and process optimization.
  • Knowledge of value articulation principals include client ROI and appropriate storyboarding techniques.
  • Knowledge or SLAs and experience in an SLA driven environment
  • 5+ years of experience in the IT industry, 2+ years of experience in an engagement manager or similar leadership role.
  • Knowledge of help desk ticketing systems and typical service desk workflow.
  • Familiar with support of both Mac and Windows based PC’s
  • Asset management experience
  • Excel and Reporting experience
  • Presenting reports to customers
  • Manage Lease status


Preferred Qualifications


  • ITIL knowledge and certification is a plus
  • PMBOK knowledge and PMP certification is a plus

Location Cleveland, OH  

Full-Time/Part-Time Full-Time  

Shift Days  

Category Information Technology  

About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, eCommerce, and retail store venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.


Req Number INF-13-00322  

Internal Approved REQ#  

This position is currently not accepting applications.

To search for an open position, please go to http://pcmall.appone.com


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