Job Title: Service Manager

Reports to: Director of Technical Services

Department: Service and Support

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.

Why: This role exists to oversee our technical service delivery and implementation for clients.

Basic Functions:

• Manage the service desk teams daily activities.
• Function as the technical teams point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Manage the effectiveness of service team 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 service 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 customers 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 teams 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 organizations 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.

Expectations – measuring for success

• Reduce escalations – maintain less than 20% escalations for service requests
• Deliver on Service KPIs such as Network Health Scores, reduce reactive time per endpoint, time to resolution.
• Validation of proactive checks on client systems, such as test backup recovery procedures
• Look for opportunities to enhance service delivery through coaching, training, and automation
• Maintain, improve, and streamline process documentation around Service delivery

Examples:

• Provide weekly, monthly, quarterly service reports to C-Staff
• Participate in identifying, measuring, and creating action items based on Service KPIs
• Ongoing staff training on standards, tools, and technologies to improve team performance
• Conduct performance reviews of service team and provide feedback to direct growth