Position Summary

The Service manager's primary responsibility is to manage the activities and responsibilities of the service delivery team. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company best practices and is responsible for executing the vision of the company.

This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.

Essential Duties and Responsibilities

• Manage the service delivery team's daily activities as well as the dispatch process of service requests
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the service delivery team
• Responsible for service scheduling, escalation, and client satisfaction
• Active role in daily management of all service calls
• Ensure quality and profitable services are performed to the agreed SLA
• Administration and Management of Professional Services Automation Tool (ConnectWise)
• Ensure that systems, processes, and methodologies are followed according to company guidelines
• Provide reports on an agreed schedule to Senior Management and clients
• Identify trends and develop strategies to support these trends
• Responsible for developing and maintaining the technician training program
• Responsible for scheduling and supervising all technician new hire training
• Assist in the development of technical support engineers from a career perspective
• Build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

Knowledge, Skills, and Abilities

• Knowledge and experience in cross-functional management methods and techniques
• Strong organizational, presentation, and client service skills
• Strategic planning with an ability to think ahead and plan over a 6–12-month time span
• Planning and preparing written communications
• 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 environment and communicate effectively
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Willing to work occasionally and/or be on call, holidays, and weekends

Education & Experience

• Three years related experience OR Equivalent combination of education and experience.