Associate Program Manager

Worldwide Tech Services is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsource rs, large and small businesses and consumers. The Associate Program Manager reports to a Program Manager and will support them in the delivery of services to a client.

Understands established procedures and customer service polices and adheres to such in order to maintain high standards and ensure quality customer service. Responsibilities
• Manages technician backfill
• Coach or assist in the training of team members and escalates issues or potential conflict to Program Manager
• Facilitates daily program activities and processes in order to improve services
• Prepares required reporting and distributes to appropriate internal and external clients
• Collaborates with appropriate internal resource as first level of escalation for dispatch services in order to resolve or escalate issues as required
• Makes recommendations to the Program Manager in order to improve program objectives
• Collaborates with vendor partners as first level program contact for delivery of services
• With direction from the Program Manager, manages projects assigned by the Program Manager
• May be responsible for basic financial activities
• May participate in pricing exercises under the direction of the Program Manager
• Assists with formal customer complaints for root cause and quick resolution
• May use customer ticket system applications to update/monitor FTE work activities
• Attends weekly and monthly meeting with customers and clients
• Provides back up support to Program Manager in their absence
• May be required to travel to domestic and international client sites
• Additional requirements may exist if offer of employment is extended Requirements

Education and Experience :
• Typically requires a Bachelor's degree with 2-3 years of experience or an equivalent amount of experience; or additional education with less experience
• Experience with IT service delivery Certifications and/or

Qualifications:

• Knowledge of relevant technical software
• Proficient with Excel, PowerPoint and Word

Skills:

• Excellent written and oral communication skills
• Excellent organizational skills
• Excellent interpersonal skills
• Ability to oversee the planning, organization, development, and implementation of projects and services
• Ability to maintain professionalism when interacting with clients and addressing concerns
• Ability to learn new concepts and processes
• Understand and operate within a specific governance model

Equal Opportunity Employer

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