About this role
The Service Manager (SM) is responsible for the successful delivery of managed services to Christo IT clients. This role includes management of the Service 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 SM works with the Client Advocate (CA) and Project Manager (PM), to ensure successful service delivery and issue resolution. The SM’s primary responsibility is to manage the activities and responsibilities of the Service Team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The SM develops and refines our company best practices. 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. The SM must also be a champion of Christo IT’s core values – Live them, Promote them, Explain them! Be Excellent Keep the Trust Always Be Scoring Work Hard/ Play Hard Own IT Daily 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 Client Service 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 Operational Excellence 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 Team Management 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 Strategy, Deployment & Management 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