Do you love getting things done? Have experience as a service manager?

Do you love getting things done? Have experience as a service manager?

We're a Managed Security Services Provider (MSSP) located on Oahu. We're looking for a Service Manager to assign tickets to our technicians, prioritize tasks, assist with some light project management.

Candidate must be located in Hawaii - out of state applicants need not apply

The Service Manager is the air traffic controller of our support team. You will directly oversee the dispatch of service requests so that they are routed to the appropriate resources. The Service Manager will manage and monitor incoming client communications for a wide array of IT service requests.

Optimally, you have a tech background and experience working in another role for a Managed Services company. An even greater asset would be if you have experience leading a small team or have had direct reports as this is a semi-leadership position that requires motivating our techs to complete their tickets in a timely manner, navigating the occasional tricky MSP-client expectations, and using diplomacy to resolve conflicts.

Ideally you would be able to command the respect of our techs yet be diplomatic and customer service-oriented. Excellent verbal and written skills are required. Lastly, attention to detail is a MUST.

Your hours would be from 8AM to 5PM Hawaii Time. Benefits include health insurance, 401K company contribution, vacation, bonuses and more.

Business Operations Side:

• Dispatch client requests and/or tasks to appropriate technician
• Assist in managing and monitoring tickets and technician schedules to ensure prompt resolution of service tickets and project tasks
• Assist technicians with adding notes or description to tickets as needed
• Review tickets for accuracy, appropriate action taken, and spot check technician notes to ensure professional language
• Review submitted activities, quote requests, procurement statuses, and follow-up with associated parties
• Administer our various platforms and occasionally create dashboards to track technician's performance
• Assist technicians in managing client / vendor communications or resolution of 3rd party issues/communications
• Ensure technicians timesheets are completed in a timely manner and review technician time entries

Client-Facing:

• Occasionally follow up with clients to review tickets and answer questions
• Occasionally attend client status update calls help maintain client rapport
• Monitor our CSAT solution (individual ticket surveys and net promoter scores)
• Work with IT managers to ensure client information, contacts, and our documentation is kept up-to-date
• Serve as first point of escalation for client complaints

Compensation: $22-$28 per hour + bonuses

Job Type: Full-time

Benefits:

• 401(k) company contribution
• Health insurance
• Paid time off
• Professional development assistance