Managed IT Service Manager

JOB SUMMARY

In your role as a Managed IT Service Manager, your primary responsibility will be to manage the activities and responsibilities of the service delivery team, including both the Help Desk service team and the Project team. As part of this management, you will also be responsible for providing technical assistance to the team and ensuring service and support is provided to customers at agreed levels. This role requires the creation and management of metrics and KPI’s used to make business decisions regarding the service delivery team. Lastly, this role requires the management and maintaining of key systems used by the service delivery team to provide excellent, first in class service to clients. You will report directly to the Director of Operations. This position requires a high level of independence, strong customer service, interpersonal skills, and a high technical ability. Organizational ability is important to keep track of all tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Manage both service delivery teams daily, weekly, monthly, and annual activities to ensure service is being delivered at agreed upon levels

·         Interface both with clients and appropriate technical personnel for customer problems that cannot be resolved efficiently

·         Design and maintain the process documentation for the service delivery team

·         Build, maintain, and provide accurate reports and metrics to company management on the status of ongoing projects, agreements, and day-to-day service

·         Assist with building and managing both the RMM and PSA systems used for providing service to clients and tracking time against agreements

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

·         Reports directly to Director of Operations

·         Job is directly responsible for managing other employees (e.g. hiring/termination and performance management. Job title example(s) of employees directly supervised: Help Desk Technicians Tier 1-3 and Project Engineers

JOB QUALIFICATIONS

·         Drive problem investigations and resolution as required while ensuring service delivery team members are properly documenting issues for quick future resolutions

·         Responsible for tracking and providing resolutions to all client escalations across service delivery teams

·         Build relationships with vendors, clients, and fellow employees while participating in and hosting necessary client or internal meetings

·         Review timesheets for service delivery team members to ensure proper utilization and accuracy of billable service

·         Assist manager with systems tasks in rolling out new services to clients, R&D within systems, and provide assistance to creating or improving any service delivery team processes and workflows

·         Manage on-call rotation of service delivery team members

·         Oversee onboarding of new clients to Managed IT Help Desk

·         Ensure that systems, processes, and methodologies are followed according to company guidelines

·         Oversee and track lifecycle management of all IT related hardware assets used by the service delivery team

·         Responsible for the hiring and training of service delivery teams

·         Assist in the development of service delivery team members from a career/training standpoint

·         Provide annual reviews to service delivery team members to continue mentoring career paths and building members to provide the skillsets required to provide the quality service our clients expect

KNOWLEDGE REQUIREMENTS

·         Position requires extremely perceptive person, who can relate to individuals at all levels

·         Must be able to manage service deliverables which may require more time than anticipated without becoming frustrated or rushing through a job

·         Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers or direct reports

·         Completes additional tasks and assignments as requested by the Director of Operations

 

 

EDUCATION AND EXPERIENCE REQUIREMENTS

·         Minimum 2-5 years experience in an IT service manager role

·         Preferred work experience with an IT Managed Service Provider

·         Knowledge and experience in cross-functional management methods and techniques

·         Strong organizational, presentation, and customer service skills

·         Skilled in strategic planning both from a technical and financial budgeting perspective

·         Bachelor degree or equivalent from four-year college or technical school

·         ITIL Foundation certification preferred

·         CompTIA certifications preferred, including: ITF+, A+, Network+, Data+, Project+, and/or CTT+

WORKING CONDITIONS

·         Regular business hours. Some additional hours may be required

·         Travel requirements: Up to 20%

·         Required to be in office Monday-Friday unless arranged in advance with reporting manager

·         Professional business attire required