Job Board

GENERAL SUMMARY:
The Service Manager is responsible for the successful delivery of managed services to our clients. This role includes management of the technical team, procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of service support functions. The Service Manager works with the Service Coordinator, Project Lead, Technical and Escalation Leads to ensure successful service delivery and issue resolution.

Core Duties and Responsibilities:
The Service Manager position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow-through, triaging, managing of service requests, and helping in managing client expectations.

• Manage and coach all members of the service team, including both technical and personal development.
• Document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Perform post-resolution follow-up to service requests and client complaints.
• Develop documentation and templates for both internal staff and client end users.
• Ensure SLAs are being met.
• Review trends and recurring issues to improve service delivery.
• General “Quality Assurance” of all service delivery.
• Design and enforce request handling and escalation policies and procedures with coordination of the Technical and Escalation leads.
• Monitor and enforce service level agreements.
• Analyze performance of support services activities and resolutions, identify problem areas, devise solutions to enhance quality of service and to prevent future problems.

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.

• Demonstrated progressive experience in leadership of a technical support team
• Familiarity with IT concepts, customer service, and basic IT systems
• Track record of developing and adhering to Service Level Agreements, processes and procedures.

Expected Outcomes:

• Client satisfaction and retention
• Aggregate Service team Nilear scores of 25.0
• Meeting SLA performance objectives
• First contact resolution of 8