Service Manager

Position Description:

The Service Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Primary Responsibilities:

  • Manage the service desk team’s daily activities
  • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Manage the dispatch process of service requests to ensure full utilization of technical resources
  • Improve usage of IT Support resources and increase productivity of the team
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
  • Perform customer follow-up to verify final resolution and determine satisfaction level
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
  • Understand overall service desk objectives, as well as the role and function of each team member
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
  • Assist the service desk team in design and development tasks
  • Contribute to the continuity of computer services by providing the necessary technical leadership
  • Drive problem investigations and resolution as required
  • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
  • Design and maintain process documentation for the service desk team
  • Manage the process of implementing change efficiently and effectively
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices

Additional Responsibilities:

  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • Escalate service desk issues to the CTO as required
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
  • Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Involvement in the design and building of new services
  • Conduct performance evaluations and mentor those with less experience
  • Develop training programs to develop and refine the skills of the service desk team
  • Facilitate regular service desk team meetings and service board reviews
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • Review and approve the service desk team’s time and expenses sheets in ConnectWise
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as activities, service tickets, or project tickets into ConnectWise
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge and Skills:

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • Knowledge and experience in cross-functional management methods and techniques
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and customer 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 customer orientation
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

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