Service Manager

• Be Excellent
• Keep the Trust
• Always Be Scoring
• Work Hard/ Play Hard
• Own IT

Key Responsibilities

• 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
• Review and delegation of Backup tickets to the Service Team
• Perform post-resolution follow-up to service requests and client complaints
• Develop documentation and templates for both the Service Team 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
• Oversight of the daily Service Team huddle
• Other tasks as assigned

• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Contribute to issue resolution by providing the necessary technical leadership and guidance
• Management of service scheduling, escalation and client satisfaction
• Ensure quality of service by having a thorough knowledge of technical specifications and other features of client’s systems
• Respond to client satisfaction issues as needed
• Monthly Service Team Reporting to the clients – scheduled and automated

• Manage the Service 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 agreements and Service Team performance
• Design and maintain process documentation for the Service Team
• Drive problem investigations and resolution as required
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Manage the administration of the Remote Monitoring Tool (ConnectWise Automate)
• Manage the administration of the Professional Services Automation Tool (ConnectWise Manage)
• Identify service trends and develop strategies to support these trends
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed to the agreed SLA
• Ability to adapt to company changes and take on additional responsibilities as needed

• Ensure that systems, processes and methodologies are followed according to company guidelines
• Assist in the development of technical support engineers to encourage promoting from within the company
• Attract, hire, develop and motivate staff as needed to accomplish goals and objectives
• Meet regularly with the co-workers and management to ensure that proper information flows in both directions and to share experiences and other pertinent information
• Maintenance of the On-Call Rotation, setup weekly and communicated with the Service Team
• Onboarding of new technical support engineers
• PTO Tracking and management of the Service Team

• Collaborate with Client Advocate and CEO for account management purposes, including client budgeting, forecasting, and technical recommendations
• 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
• Plan and conduct performance appraisals through the scorecard and 1 on 1 reviews of support services staff, administer disciplinary action, and review raises, bonuses, and promotions with CEO
• Attend training seminars to broaden knowledge of current and future support issues and technologies
• Identify and implement end user training programs to increase computer literacy and self- sufficiency for the support services team
• Ensure vendor compliance status with assistance from Technical Lead.
• Other tasks as assigned

Skills, Knowledge & Expertise

• Demonstrated progressive experience in the leadership of the Support Team
• Track record of developing and adhering to Service Level Agreements, processes and procedures
• Familiarity with IT concepts, customer service, and basic IT systems
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client 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 client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• In depth service awareness of all clients key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services

Additional Details

• Demonstrated progressive experience in the leadership of the Support Team
• Track record of developing and adhering to Service Level Agreements, processes and procedures
• Familiarity with IT concepts, customer service, and basic IT systems
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client 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 client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• In depth service awareness of all clients key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services

• Solid relationship, performance management, listening and questioning skills
• Ability to motivate and direct staff members and subordinates
• Strong understanding of Christo IT’s goals and objectives
• Exceptional written and oral communication skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Highly self-motivated and directed, with keen attention to detail

• Willing to work occasionally and/or be on call overtime, holidays, and weekends
• Ability to attend multi-day conferences in and out of state
• Periodic travel to client sites
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

• Client satisfaction and retention
• Aggregate Service team utilization of 75% or greater
• Meeting SLA performance objectives
• Time entries approved and submitted by 10am every Monday
• Ensure engineering team vendor compliance
• Ensure engineering team certification requirements are met (minimum 2 approved certs annually)
• Ticket SLA’s met more than 85% of the time
• Average Staff Utilization above 70%
• Help Desk Hours per Endpoint below .8 hours
• Client Satisfaction above 95%
• EOS Quarterly Rocks and Weekly Commitments on time completion ratio greater that 80%

• This is a salaried position 
• Health insurance, Dental Insurance, 401(k) with matching, Life Insurance
• Phone Reimbursement
• Wellness Reimbursement