Service Manager - NOVA Computer Solutions, LLC

Who We Are:

NOVA Computer Solutions is a small, vertical focused, comprehensive MSP, trusted to provide technology support for local business throughout Northern Virginia, Metro Washington DC, and Maryland. We're constantly growing our team to help us provide even better support, advice, and assistance and we're looking to hire a Service Manager that's able to assist us with exceeding client expectations. If you're reading this and want to experience doing all things IT, chances are, you're looking for the opportunity you've been waiting for – and it's here.

Job Overview:

The purpose of the Service Manager is to provide support to all departments. This will include solutions management, software implementation, supervising helpdesk staff, and providing services quality assurance. This position requires self-motivation and the ability to multi-task, prioritize commitments, and manage time effectively. Potential remote opportunity.

Typical Responsibilities:

• Team advocate

• Managed Services team expert

• Teach and instruct employees in Managed Services scope

• Tier 3 technician, when needed

• Provide recommendations to resolve Partner issues in a timely manner

• Teach and instruct Tier 1,2, and 3 technicians on resolutions to Partner issues

• Partner IT translator for critical tickets and recommendations

• Research and recommend software and vendor tools to implement internally and externally

• Partner software implementation expert

• Work with project team to ensure seamless software integration

• Provide training to team members on software integration, implementation, and maintenance

• Planning, scheduling, and supervising the work of help desk staff to ensure that services are provided in a timely manner, efficiently, and with the highest quality possible

• Run/Manage regular help desk meetings

• Provide team with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes

• Discuss job performance problems with subordinates to identify causes and issues and work to resolve problems

• Teach and instruct subordinates in job duties and company policies or arrange for training to be provided

• Evaluate subordinates' job performance and conformance to regulations and recommend appropriate personnel action

• Recruit, instruct and supervise subordinates

• Manages team to ensure everyone is working from their strengths, meeting performance objectives, and managing overall utilization of the team.

• Provide support and recognition to help desk team

• Review and evaluate service tickets to ensure proper processes are followed

• Identify service quality shortcomings and provide recommendations for improvement

• Work with billing to audit partner services to ensure charges are correct

• Communicate with CTO for new software implementation internally and externally

• Create implementation plans, including timelines and training

• Provide training to staff members on new software, including any necessary external maintenance

What You Need:

• 2+ years of Service Management experience

• 4+ years of customer service experience

• Exceptional organizational skills with a keen eye for detail

• Strong written and verbal communication

• Exceptional time management skills

• 2+ years in a leadership position

• Ability to remain calm under pressure

• Self-motivated to work alone or in a team

• Ability to meet deadlines

• 4+ years of software troubleshooting skills

• Ability to research solutions to problems

• Ability to creatively problem solve

• Ability to motivate and drive help desk team to meet goals

• Ability to cultivate relationships (with customers, vendors, and team members)

• Experienced with training other technicians

Preferred Skills

• Ability to improvise when needed

• Hardware troubleshooting skills

• Ability to document processes

• CompTIA A+, Network+, Security+, Microsoft Certifications

• Experienced with managing employee work schedules

• Bachelor's degree in IT related field

• Experience with staffing decisions