We are currently seeking a highly skilled service manager with the drive and determination to help us support our client base. This position reports to our Director of Technical Services. We are looking for an individual who is a problem-solver and has a proven track record of managing a technical team to successfully address challenging user computing issues, and is accustomed to maintaining technical staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via strict SLA management. If you have the experience and the desire, we’d like to talk to you. Our service manager is responsible for maintaining customer uptime and improving their computing experiences through managing our technical staff’s effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. This position will directly supervise our service desk and staff, provide customer service support, analyze trends in customer inquiries/requests for assistance, recommend improvements in overall service levels and monitor staff performance. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service. This position will include managing a structured problem management and resolution process to remediate customer problems within established SLAs, and involves working with other resources and vendors to deliver effective support services. Job duties include utilizing our professional services automation (PSA) solution to manage technical support services and collaborate and work with other management, staff and vendor support resources to insure effective, efficient service delivery to customers. Overall relationship management skills and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing management and strategy meetings and preparing and presenting service reports to management regularly.

Minimum Skills Required:

• Minimum three years service dispatch experience

• Excellent knowledge of our supported software and technologies

• Strong interpersonal skills required to effectively communicate with customers, staff and vendors

• Passion for teamwork, problem solving and exceptional customer service

• Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible

• Valid driver’s license and proof of insurance

• Background check and drug screen required

• Reliable transportation

This Position Entails:

• Management of human resources to meet organizational goals for service excellence

• Administrator of established company policies

• Analysis of service delivery business unit data to seek improvements in efficiency and productivity

• Heavy follow-up and follow-through

• The ability to learn quickly and adapt to changing requirements

The Successful Candidate must be:

• Professional and articulate

• Interpersonally adept

• Technically proficient

• A relationship builder

• A problem solver