General Summary:
We are looking for a motivated, customer-obsessed Service Manager to serve as the primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels.
The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company best practices.
This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.
Position Responsibilities:
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Manage the service delivery team’s daily activities as well as the dispatch process of service requests
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Interface with appropriate technical personnel for client problems that cannot be resolved effectively
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Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
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Contribute to the continuity of computer services by providing the necessary technical leadership
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Drive problem investigations and resolution as required
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Design and maintain process documentation for the service delivery team
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Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
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Responsible for service scheduling, escalation, and client satisfaction
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Active role in daily management of all services calls
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Ensure quality and profitable services are performed to the agreed SLA
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Administration and Management of Remote Monitoring Tool (Ninja, etc.)
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Administration and Management of Professional Services Automation Tool (Autotask/Dynamics 365)
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To ensure that systems, processes and methodologies are followed according to company guidelines
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To provide reports on an agreed schedule to Senior Management and clients
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Identify trends and develop strategies to support these trends
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Responsible for upholding company CSAT/NPS scores
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Assist in the development of technical support engineers from a career perspective
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To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
Knowledge, Skills, and Abilities:
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Knowledge and experience in cross-functional management methods and techniques
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Knowledge of IT applications, processes, software, and equipment
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Strong organizational, presentation, and client service skills
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Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span
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Skill in planning and preparing written communications
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Skill in leading people and getting results with a strong client orientation
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Ability to multi-task and adapt to changes quickly
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Ability to work in a team and communicate effectively
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Service awareness of all organizations key IT services for which support is being provided
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Understanding of support tools, techniques, and how technology is used to provide IT services
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Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL CSSA, Fortinet, Cisco CCNA, or VMware VCP a plus
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Willing to work occasionally and/or be on call overtime, holidays, and weekends
Credentials and Experience:
Bachelor’s or associate degree in computer-related field, with courses in computer science OR
Three to eight years related experience OR Equivalent combination of education and experience.
Pay: Base + performance
Promotion:
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Billing at a rate consistent with percentage of billing.
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Strong positive client feedback, considered highly trusted area expert
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Strong closer of new business, able to give presentations and give seminars
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May directly lead a team of engineers/techs
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Primary contact on many accounts able to drive business across multiple practices
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Actively recruits other high-quality engineers