Service Manager

Role Overview

• Manage and coach all members of the Service Team, including both technical and personal development
• Document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Review and delegation of Backup tickets to the Service Team
• Perform post-resolution follow-up to service requests and client complaints
• Develop documentation and templates for both the Service Team and client end users
• Ensure SLAs are being met
• Review trends and recurring issues to improve service delivery
• General “Quality Assurance” of all service delivery
• Oversight of the daily Service Team huddle
• Other tasks as assigned
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Contribute to issue resolution by providing the necessary technical leadership and guidance
• Management of service scheduling, escalation and client satisfaction
• Ensure quality of service by having a thorough knowledge of technical specifications and other features of client’s systems
• Respond to client satisfaction issues as needed
• Monthly Service Team Reporting to the clients – scheduled and automated
• Manage the Service Team’s daily activities as well as the dispatch process of service requests
• Provide accurate reports and metrics to company management on the status and budget of on
• going agreements and Service Team performance
• Design and maintain process documentation for the Service Team
• Drive problem investigations and resolution as required
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Manage the administration of the Remote Monitoring Tool (ConnectWise Automate)
• Manage the administration of the Professional Services Automation Tool (ConnectWise Manage)
• Identify service trends and develop strategies to support these trends
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed to the agreed SLA
• Ability to adapt to company changes and take on additional responsibilities as needed
• Ensure that systems, processes and methodologies are followed according to company guidelines
• Assist in the development of technical support engineers to encourage promoting from within the company
• Attract, hire, develop and motivate staff as needed to accomplish goals and objectives
• Meet regularly with the co-workers and management to ensure that proper information flows in both directions and to share experiences and other pertinent information
• Maintenance of the On-Call Rotation, setup weekly and communicated with the Service Team
• Onboarding of new technical support engineers
• PTO Tracking and management of the Service Team
• Collaborate with Client Advocate and CEO for account management purposes, including client budgeting, forecasting, and technical recommendations
• Design and enforce request handling and escalation policies and procedures with coordination of the Technical and Escalation leads
• Monitor and enforce service level agreements
• Analyze performance of support services activities and resolutions, identify problem areas, devise solutions to enhance quality of service and to prevent future problems
• Plan and conduct performance appraisals through the scorecard and 1 on 1 reviews of support services staff, administer disciplinary action, and review raises, bonuses, and promotions with CEO
• Attend training seminars to broaden knowledge of current and future support issues and technologies
• Identify and implement end user training programs to increase computer literacy and self
• sufficiency for the support services team
• Ensure vendor compliance status with assistance from Technical Lead.
• Other tasks as assigned

Requirements

• Demonstrated progressive experience in the leadership of the Support Team
• Track record of developing and adhering to Service Level Agreements, processes and procedures
• Familiarity with IT concepts, customer service, and basic IT systems
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• In depth service awareness of all clients key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services

Benefits

• Health insurance
• Dental Insurance
• 401(k) with matching
• Life Insurance
• Phone Reimbursement
• Wellness Reimbursement