Our company helps our clients with IT so they can focus on running their business, law firm or medical practice. We also manage school networks and perform contracting work for large organizations. Big picture - We do all sorts of things from designing networks to providing ongoing maintenance; we are the company that our clients call for everything from basic computer support, to hosted solutions, to network management. Some clients want to push the envelope with new technologies and some want to keep costs to a minimum.  We adjust for them.

A very important part of our service is the Service Desk. The Service Desk works all types of calls. Sometimes as simple as a password reset and at other times as complicated as a major outage. In your role as a Service Desk Manager, your primary responsibility will be to manage the activities and responsibilities of the service delivery team.  You would also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed-upon service levels. This position requires a high level of independence and strong client service and skills. You have to be hyper-responsive.  You don’t have to be a spaz all the time but you must understand client urgency.  Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. We also require accurate and timely tracking of client work, service calls, and related documentation, including timesheets (so important).

 We typically work around 45 hours per week, although sometimes we work longer and later. (In IT support, things can go crazy, and we must work late sometimes). With the right monitoring tools, standardization, automation, and processes in place, we work to eliminate “the crazy” the best we can. Our office support hours are 8 AM until 6 PM. I would be lying if I said those were cushy hours playing PlayStation or watching Netflix while listening to clients talk about email problems on the phone. That's not our day - we are busting it to help our clients and move on to the next problem. We have fantastic benefits for an organization our size as well: excellent compensation, paid time off, 401k match, phone/internet allowance, sabbatical, bereavement, the list goes on and on.

We are looking for great people who are excited about technology and enjoy dealing directly with clients. We're fanatics about client service, we run a responsive and professional operation, and we love what we do. (OK, we don't love it every day but most days we do.) We're not looking for people who can't handle IT issues independently or who hate working with other humans. We are looking to build our team with people who want to learn about the latest technology and want to contribute to our team. Every day is different over here, and you must learn quickly and go with it. Now for the boring requirements . . .

Position Responsibilities:

·       Must have outstanding client communications and troubleshooting skills.

·       Detail orientated, the discipline to do proper documentation and keep track of billable time. (This is important. Again, this is important.)

·       Manage the service delivery team's daily activities as well as the scheduling process of service

·       Interface with appropriate technical personnel for client problems that cannot be resolved effectively

·       Provide accurate reports and metrics to company management

·       Contribute to the continuity of computer services by providing the necessary technical leadership

·       Drive problem investigations and resolution as required

·       Maintain process documentation for the service delivery team

·       Responsible for service scheduling and client satisfaction

·       Active role in daily Management of all services calls

·       Ensure quality services are performed to the agreed SLA with our clients

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

·       Provide reports on an agreed schedule to Management and clients

·       Identify trends and develop strategies to support these trends

·       Assist in the development of technical staff many of which are remote 

·       Able to handle a high-pressure environment.

Technical Requirements:

·       Knowledge of Microsoft network, basic networking, server technologies, and Office365

·       Strong organizational, presentation, and client service skills

·       Skill in planning and preparing written communications

·       Skill in leading people and getting results with a strong client orientation

·       Ability to multi-task and adapt to changes quickly

·       Ability to work in a team and communicate effectively

·       Service awareness of all organization's key IT services for which support is being provided

·       Understanding of support tools, techniques with an ITIL focus, and how technology is used to provide IT services

Typical Physical Demands: Requires the ability to sit for extended periods of time, Requires normal range of vision and hearing.

Certifications are a plus:  Network +, Security +, MCSA, MCSE, CCNA.

Education: Minimum of associates Degree or Equivalent Experience Required.

A couple of other things: In Summerville, SC, you must provide your own transportation and smartphone. Must be fun to work with. Must understand humor. If you've applied before, I've got your resume and will give you a call if it's a potential fit. If, after reading all of this, you are still awake and interested, please fill out all of the details on the right-hand side.