The Service Manager is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests and delivering technology projects for customers by managing cost, time, and scope constraints.
Primary Responsibilities and Duties
- Act as the single point of contact to the customer for all types of service requests
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Pre-process service requests as they arrive through email, manual entry, or direct customer input through customer portal
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with customers as required: scheduling, keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Understand and ensure the project objectives and requirements are clear and agreed upon by all team members
- Creating and maintain project plans, communicate progress and status
- Organize and manage all phases of the project to ensure on-time completion with budgetary requirements
- Ensure that risks are identified, communicated, and mitigated and that projects are delivered successfully through to production
- Prepare down payment agreements and project invoices as required
- Support account management and Quarterly Business Review processes
- Develop and maintain process and project documentation
Additional Duties and Responsibilities
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Improve usage and increase productivity of IT support resources
- Escalate service requests that cannot be scheduled within agreed service levels
- Responsible for entering time and expenses in ConnectWise as it occurs
- Enter all work as activities, service tickets, or project tickets into ConnectWise
- Communicate with customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
- Document internal processes and procedures related to duties and responsibilities
Desired Experience and Skills
- 3+ years’ experience working in IT Service Delivery, preferably also in a Managed Services environment
- Expected to have Associates Degree or higher
- Strong communication (written and oral), organizational, presentation skills
- Strong Customer service skills: telephony skills, empathetic communication skills, active listening and customer-care orientation
- Ability to multi-task and adapt to changes quickly in a fast-paced environment
- Knowledge and experience in cross-functional project management methods and techniques
- Knowledge of IT applications, processes, software, services and equipment
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness: of an organization’s key IT services for which support is being provided
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Professional IT Certifications, such as: Information Technology Infrastructure Library (ITIL), CompTIA Project+ or equivalent