In your role as a service manager, your primary responsibility will be to manage the activities and responsibilities of the service delivery team. As a part of this management, you will also be responsible for ensuring service and support is provided to clients at agreed levels. You will report to the Chief Operations Officer. If you feel this is a role you'd enjoy, let's talk. We continue to develop and refine our company's best practices, and you will be an important part of that process.
This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.
Position Responsibilities:
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- 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.
- Facilitate regular service desk team meetings and service board reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Design and maintain process documentation for the service delivery team
- 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.
- Manage the service delivery team’s daily activities as well as the dispatch process of service requests
- Interface with appropriate technical personnel for client problems that cannot be resolved effectively
- Escalate service desk issues to the CTO as required.
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
- Drive problem investigations and resolution as required
- Responsible for service scheduling, escalation and client satisfaction
- Active role in daily management of all services calls
- Ensure quality and profitable services are performed to the agreed SLA
- To ensure that systems, processes and methodologies are followed according to company guidelines
- To provide reports on an agreed schedule to Senior Management and clients
- Assist in the development of technical support engineers from a career perspective
- Develop training programs to develop and refine the skills of the service desk team.
- Perform Monthly one on ones & annual reviews with service team members
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Knowledge, Skills, and Abilities:
- Knowledge and experience in cross-functional management methods and techniques
- 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
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Willing to work occasionally and/or be on call overtime, holidays, and weekends
Credentials and Experience:
Bachelors or Associates degree in Management or IT Field, OR
Three to eight years related experience OR Equivalent combination of education and experience.
