IT Service Manager at Network computing Technologies
mckinney, TX 75070
About the Job
Job 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. |
Basic Functions: |
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Additional Duties and 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 solutions. · Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc. · Maintain specific knowledge of the customer and how our service 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 they occur. · Review and approve the service desk team’s time and expense 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 in ConnectWise. · Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry. |
Knowledge, Skills, and/or Abilities Required:
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. |
· Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP. · Knowledge and experience in cross-functional management methods and techniques. · Knowledge of industry 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 services for which support is being provided. · Understanding of support tools, techniques, and how technology is used to provide 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. |
Educational/Vocational/Previous Experience Recommendations: |
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Benefits: |
· Competitive salary based on experience and qualifications. · Health, vision, and dental benefits included. · Performance based incentives. · Generous bonus levels. · Full on the job training & support. · Fun working environment and culture. · Great opportunity for advancement. |