IT Service Manager at Network computing Technologies

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:

• 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 resources.
• Improve usage of 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 services by providing the necessary 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 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:

• BA/BS, preferably in computer science, business administration or a related field.
• MBA/MS preferred but not required.
• 10 years of IT or related experience.
• X3years of management experience.

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.