Job Title : Service Manager
Reports to: Director of Technical Services
Department: Service and Support
Job Description:
The Service Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
Why: This role exists to oversee our technical service delivery and implementation for clients.
Basic Functions:
- Manage the service desk teams daily activities.
- Function as the technical teams point-of-contact for problem identification and resolution for issues that have been escalated by the team.
- Manage the effectiveness of service team utilization of resources.
- Improve usage of Support resources and increase productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer service delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
- Understand overall service desk objectives, as well as the role and function of each team member.
- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
- Assist the service desk team in design and development tasks.
- Contribute to the continuity of services by providing the necessary leadership.
- Drive problem investigations and resolution as required.
- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
- Design and maintain process documentation for the service desk team.
- Manage the process of implementing change efficiently and effectively.
- Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
Additional Duties and Responsibilities:
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- Escalate service desk issues to the CTO as required.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
- Develop in-depth knowledge of the service catalog and how it relates to customers needs.
- Involvement in the design and building of new services.
- Conduct performance evaluations and mentor those with less experience.
- Develop training programs to develop and refine the skills of the service desk team.
- Facilitate regular service desk team meetings and service board reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Review and approve the service desk teams time and expense sheets in ConnectWise.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as activities, service tickets, or project tickets in ConnectWise.
- Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
- Knowledge and experience in cross-functional management methods and techniques.
- Knowledge of industry applications, processes, software, and equipment.
- Strong organizational, presentation, and customer service skills.
- Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
- Skill in planning and preparing written communications.
- Skill in leading people and getting results with a strong customer orientation.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Ability to work in a team and communicate effectively.
- Service awareness of all organizations key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
Expectations – measuring for success
- Reduce escalations – maintain less than 20% escalations for service requests
- Deliver on Service KPIs such as Network Health Scores, reduce reactive time per endpoint, time to resolution.
- Validation of proactive checks on client systems, such as test backup recovery procedures
- Look for opportunities to enhance service delivery through coaching, training, and automation
- Maintain, improve, and streamline process documentation around Service delivery
Examples:
- Provide weekly, monthly, quarterly service reports to C-Staff
- Participate in identifying, measuring, and creating action items based on Service KPIs
- Ongoing staff training on standards, tools, and technologies to improve team performance
- Conduct performance reviews of service team and provide feedback to direct growth
