IT Service Manager


Employment Type: Permanent

Job Number: 27023

Compensation: 55k/year - 85k/year


Job Description

The IT Service Manager successfully manages the day-to-day operational aspects of reactive IT support for managed clients, being remote and on-site service. The work environment is fast paced; flexibility and problem-solving skills are a necessity. The Service Manager is a member of Leadership Team.

Essential Duties & Responsibilities

Client Service

·      Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner

·      Perform all duties with the goal of building and maintaining long-term client/vendor relationships

·      Maintain exceptional client service, understanding client satisfaction and perception

Daily Required Functions

·      Hiring, training, coaching and leading Remote and Field Team Members as they provide support for clients

·      Answering team member questions, guiding them through difficult issues, ability to navigate emotional situations or individuals, or handling client service issues as needed

·      Communicate with clients regarding status updates, onsite visits, and scheduled work

·      Ensure that service requests are being resolved in a timely manner

·      Assist with emergency response as point-of-contact for clients and internal stakeholders

·      Communicate pertinent information to team members and Leadership

·      Perform other duties as assigned

Reporting

·      Identify clients’ needs and report to the Technical Account Manager

·      Report client concerns or complaints to Operations and COO

·      Daily and weekly KPI reporting to Leadership Team

Professional Development

·      Self-paced training in technologies relevant to the team or service management skills

·      Participate in leadership training and discussions as a member of the Leadership Team

Administrative and Supervisory

·      Lead daily huddle meetings with the Service Delivery team

·      Review time entries and expense reports for all team members

·      Submit time sheets and expense reports on a weekly basis

·      Engage in employee reviews for Service Delivery team members, providing ongoing coaching and career path development in alignment with team members’ individual goals

·      Conduct Monthly One on One meetings with staff

·      Participate in the hiring of technical staff, including telephone and in-person interviews

·      Assist in establishing and maintaining best standard practices of the Company and ensure that all technical staff complies with same

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·      Maintain high levels of communication and behavioral disciplines for all technical staff

·      Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients

·      Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues

·      Working knowledge of practical aspects of service management

·      Proven track record with people management, risk management and change management

·      Experience in effectively influencing and leading personnel

·      Critical thinking and problem-solving skills

·      Organized and detail-oriented

·      Strong team player

Education And / Or Experience

·      College or Technical degree with some management experience preferred

·      OR Two (2) years of management experience in a related field

·      Familiarity with EOS is a plus

Language Skills

·      Ability to communicate professionally, in English, both written and orally

·      Ability to write business correspondence and process procedures

·      Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Onsite required.