IT Service Manager (on-site)

IT Service Manager (on-site)

Responsibilities

• Manages the help desk team, monitors and evaluates performance, and provides coaching and training as needed
• Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
• Provides onboarding, training and development for IT support technicians
• Manages team schedules ensuring proper coverage for optimal customer support  
• Audits ticket documentation, completion, and other service-related metrics
• Ensures quality technical support and high level of client satisfaction
• Sets specific customer service standards and holds team accountable to those standards
• Contributes to improving customer support by actively responding to queries and handling complaints
• Establishes best practices through the entire technical support process
• Follows up with customers to identify areas of improvement
• Develops daily, weekly and monthly reports on help desk team’s productivity
• Provides customer feedback to the appropriate internal teams, including project team
• Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
• Documents and tracks all required information supporting accurate ticket reporting
• Resolves service requests and escalates service requests to other resources as neede
• Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
• Displays ability to patiently walk user through steps needed to address an issue
• Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
• Handles difficult situations calmly and with confidence
• Displays empathy for our technology users and their day-to-day challenges
• Maintains good organization and follows each user service issue through to completion

Requirements

• B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience
• 2+ years’ experience in tech support or customer service role, or related discipline
• Proven work experience as a Help Desk Manager strongly preferred
• IT MSP or IT consulting services experience required
• Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients
• Team management skills, with ability to maintain a positive and encouraging environment for all team members
• Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams
• Problem solving attitude with ability to motivate the team to achieve specific goals
• Ability to multi-task and adapt to changes quickly while managing competing priorities
• Solid technical background with ability to give instructions to non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Experience with ticketing systems, network monitoring and other tech support related tools preferred
• Technical diagnostic skills with ability to appropriately match resources to technical issues
• Advanced understanding of operating systems, business applications, printing and network systems
• Self-motivated with the ability to work and thrive in a fast-paced environment

Salary range: $80-110k