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Company Overview:
Our client delivers IT support services and solutions to businesses, but that is only part of the story. They began by helping clients with service needs for typewriters and adding machines. The world has changed mightily since then, but what hasn’t changed is their basic notion that their business really is helping solve problems and maximize opportunities for their clients. They’ve evolved to provide IT support services and computer network consulting to a growing roster of successful businesses.
They recognize that even high-quality service can become a commodity and that certifications are near standard practice. There are many others who do exactly what we do. Their secret sauce is the way in which they do it. They believe their all-out, never-say-die approach to IT services and solutions is what separates them from others. —- It is simply their job to support client’s IT needs better than anyone else does.
Mission of the Position
The Service Manager is responsible for the performance of the Service Department and all technical staff within the Service Department. This department is primarily responsible for delivering ongoing maintenance and troubleshooting user requests, via remote or onsite support. The Service Manager will be expected to embody the core values of our client in an exemplary manner.
By meeting the requirements of this role, our client will continue to grow and meet the long-term goals of the organization as well as the goals of the individual Service Manager.
Role Responsibilities
• Overall delivery of service to clients
• Lead, manage, and hold team members accountable
• Department systems and processes
• Service gross profit and costs
• Service group’s gross profit
• Service contracts’ gross profit
• 2nd technical backstop
• Work with clients to ensure satisfaction and resolve complaints
• Oversee and manage:
o Client Support Team Manager(s) and Teams
o Project Manager and Project Team
o Operations Coordinator
o Service inventory / parts purchasing
o Monitoring of service dashboards to ensure service level compliance is within company policies
• Recruit, interview, hire, onboard, train, conduct employee reviews, take disciplinary action, and terminate when necessary for Service Department positions
• Conduct daily huddles and weekly staff meetings
Key Criteria/Requirements
• 5+ years of industry experience
• 2+ years in a managerial role
• Minimum of a Bachelor’s Degree
• High degree of technical acumen
• Technical skills preferred:
o 3+ advanced certifications for tools used by our client
o 3+ Microsoft server coursework certificates or certifications
o Ability to pass test demonstrating superior written and verbal communication skills
• Basic tool certifications used by their team
• Maintain a high degree of professionalism — attitude, appearance, etc.
• Maintain superior client relations
• Accurate record keeping: time sheets, technical notes, expense reports
• Accurately document changes to client network configurations
We review every submission personally and will reach out when we find opportunities that match your skills and career goals.
