IT Manager
RVS Technology Group
Position Overview
The IT Manager is responsible for overseeing all operational and service delivery aspects of RVS Technology Group. This role leads the technician and dispatch teams, manages daily and weekly planning processes, and ensures the delivery of reliable, high-quality technical support to clients. The IT Manager plays a key role in coordinating projects, maintaining internal systems, implementing best practices, and driving continuous improvement across service operations.
This position requires a hands-on leader who is highly organized, service-driven, and aligned with RVS Technology Group’s core values and operational standards.
Key Responsibilities
- Manage, supervise, and direct all technicians and dispatch team members
- Lead daily operations and execute objectives in alignment with RVS core values, foundational principles, and standard operating procedures
- Oversee daily service delivery, dispatching, and workload planning to ensure timely and effective support
- Maintain the integrity, accuracy, and reliability of data across ticketing systems, security systems, project management tools, and planning processes
- Lead, mentor, and develop IT support and engineering teams to promote accountability, growth, and excellence
- Expand, document, and improve policies, procedures, and best practices to enhance service quality and operational efficiency
- Participate in client relationship management, ensuring technical issues are resolved promptly and professionally
- Coordinate and execute IT projects, including system upgrades, infrastructure improvements, technology deployments, migrations, client onboarding and offboarding, and other client-specific initiatives
- Collaborate with company leadership to align service delivery strategies with business goals
- Evaluate emerging managed services technologies and recommend solutions to strengthen service offerings
- Ensure compliance with applicable State of California regulations and industry standards
- Foster a culture of cooperation, teamwork, accountability, and exceptional customer service
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in IT management within a managed services or MSP environment or 5+ years of service dispatching experience
- Proven leadership, team management, and organizational skills
- Strong technical background in network administration, cloud platforms (including Azure and Google Workspace), and cybersecurity
- Excellent communication, problem-solving, and decision-making abilities
- Prior experience working directly in a customer support or client-facing role
- Relevant certifications preferred, including but not limited to:
- ITIL
- PMP
- CSM
- PMI-ACP
- CBAP
- CompTIA
- Microsoft certifications
Work Environment
This is an onsite, office-based position at RVS Technology Group, with occasional travel to client locations as needed. The IT Manager works closely with both technical and non-technical staff and plays a key role in fostering a collaborative, service-oriented workplace culture.
IT Senior Support Specialist
RVS Technology Group
Department: IT
Reports To: General Manager
Position Overview
The IT Senior Support Specialist represents RVS Technology Group both onsite at client locations and remotely from the RVS Technology Group facility in Watsonville, California. This role is responsible for resolving complex technical issues, performing maintenance tasks, and supporting installed IT systems within enterprise-level network environments.
The IT Senior Support Specialist delivers exceptional customer service, communicates proactively with clients, and makes informed support decisions that align with each client’s IT strategy, operational needs, and business continuity requirements. This position requires a high level of technical expertise, professionalism, and a commitment to continuous learning.
RVS Technology Group supports career growth and encourages the IT Senior Support Specialist to develop into advanced technical or engineering roles through ongoing training, certifications, and professional development opportunities. Consistent with all team members, this role actively promotes and upholds company values, including competence, integrity, enthusiasm, cooperation, and trustworthiness.
Company Core Values
- Customer-focused
- Team-oriented
- Eager to learn
Key Responsibilities
- Provide excellent customer service to existing and prospective clients
- Support RVS Technology Group’s mission, vision, and operational processes to ensure cohesive and effective service delivery
- Perform skilled technical duties in the operation, maintenance, and support of enterprise, client/server, and desktop computer systems and networks (physical and virtual)
- Collaborate with Systems Engineers, Systems Administrators, Senior Support Specialists, and Level I Support Specialists in the design, installation, and configuration of enterprise-class IT networks and components, including servers, cloud solutions, workstations, network appliances, printers, and related hardware
- Make support decisions in the best interest of RVS Technology Group and its clients, balancing user experience, system reliability, downtime mitigation, and business continuity requirements
Regular Duties
- Accurately document time, expenses, and service activities in ConnectWise, ensuring compliance with organizational standards
- Follow company policies and procedures for managing service requests and support tickets
- Monitor system updates, security, performance, and server room environmental conditions
- Maintain and support client backup, recovery, and business continuity systems
- Troubleshoot hardware and software issues to maintain system uptime and performance
- Review and maintain LAN/WAN hardware and software systems
- Assist clients and internal team members with diagnosing and resolving hardware and software issues
- Perform installations and production work in accordance with company standards, including infrastructure rack assembly, equipment installation, network and software configuration, service calls, troubleshooting, project execution, and documentation
- Work directly with Systems Administrators and Systems Engineers on complex requests and project-based work
- Utilize manufacturer technical support, documentation, online resources, and internal expertise to ensure efficient and effective service delivery
- Participate in on-call rotation, including evenings and weekends, in accordance with company policy
- Share technical knowledge and best practices with team members to improve service quality and operational effectiveness
- Perform additional support and technical duties as assigned by management
Skills, Experience, and Qualifications
- Experience supporting PCs in complex network environments
- Experience with cloud solutions such as Google Workspace, Microsoft Office 365, and Microsoft Azure
- Strong customer service, communication, and interpersonal skills
- Experience with Microsoft Windows Server (all versions), Microsoft SQL Server, Microsoft SharePoint, and Microsoft desktop productivity software
- Working knowledge of TCP/IP, the OSI 7-layer model, and basic network routing and switching technologies
- Experience troubleshooting WANs, LANs, VPNs, and firewall systems
- Valid California driver’s license and eligibility for coverage under the company-sponsored vehicle insurance program
- Proven ability to manage multiple priorities and work independently
- Self-motivated with strong problem-solving skills
- Two-year technical degree or a minimum of three years of related professional experience
- IT certifications and technical training strongly preferred
Work Environment
This position includes both onsite work at client locations and remote or office-based work from RVS Technology Group’s Watsonville facility. The role requires close collaboration with technical and non-technical team members and a commitment to maintaining a professional, service-oriented environment.
The duties outlined above are intended to describe the general nature and level of work performed in this role and are not intended to be an exhaustive list. Responsibilities may change at the discretion of the Company, and additional duties or special projects may be assigned as needed.