Service Manager for an MSP

Description

Service Manager Job Expectations:

• Embrace and foster the ONE 2 ONE culture by wholeheartedly embracing our vision, mission, and core values.

• Deliver an exceptional 5-Star experience to our existing and potential customers.
• Adhere to all company processes, expectations, policies, and procedures.
• Thoroughly utilize the company CRM system, quoting software, and any other programs according to your training and instructions.
• Work independently, maintain productivity, be proactive, forward-thinking, and always keep the company's profitability in mind as an integral member of the team.
• Stay updated on training and industry standards by attending relevant webinars, seminars, conferences, and vendor training.
• Represent ONE 2 ONE in the community through participation in events such as conventions, networking events, and as directed by management.
• Collaborate and communicate effectively with all company departments to achieve defined company and departmental objectives.
• Provide technical guidance and leadership to your team, including setting goals and objectives, defining best practices, and staying up to date with the latest industry trends and technologies.
• Manage a team of engineers and technicians, including hiring, training, and mentoring staff to ensure they have the necessary skills and resources for success in their roles.
• Act as a valuable member of the management team, providing insightful guidance in the development of the company's long-term strategic plans. This includes identifying new business opportunities and potential areas of growth.
• Offer leadership and guidance to the technical staff.
• Ensure that technical staff members receive appropriate training and professional development opportunities.
• Collaborate with other departments to seamlessly integrate technology with business processes.
• Effectively manage the team's workload and ensure efficient and successful service delivery.
• Monitor team performance and identify opportunities for improvement.
• Act as the primary point of contact for technical issues and strive to build strong relationships with clients, ensuring their utmost satisfaction with the services provided.
• Oversee the day-to-day operations of the company, ensuring efficient and effective service delivery, meeting service level agreements (SLAs), and successfully delivering projects.
• Collaborate with the sales team to ensure all customer needs are met.
• Develop and maintain regular reports on service delivery performance.
• Analyze data to identify trends and areas for improvement.
• Create action plans to address identified issues and implement necessary changes.

Requirements

Service Manager Competencies, Education, and Experience:

• Possess a Bachelor's degree in business administration, computer science, information technology, or a related field.
• Bring forth more than 5 years of experience in technology and/or service delivery management.
• Exhibit excellent problem-solving and analytical skills.
• Showcase a proven track record in developing and implementing technology strategies that align with business goals and objectives.
• Demonstrate strong leadership and management abilities.
• Display exceptional communication and interpersonal skills.
• Show the ability to collaborate effectively with individuals at all levels of the organization.
• Have prior experience in managing and securing technical infrastructure and data.
• Stay updated with current and emerging technologies.
• Exhibit experience in managing relationships with technology vendors and service providers.
• Be familiar with ticketing systems and other service management tools.

Benefits

• Medical, Dental, & Vision with Employer Contribution
• 401K with Employer Match
• Paid Time Off
• Volunteer Time Off
• Employee Assistance Program