Service Manager for an MSP

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Job description

Service Manager Job Expectations:

Embrace and foster the ONE 2 ONE culture by wholeheartedly embracing our vision, mission, and core values.

Deliver an exceptional 5-Star experience to our existing and potential customers.

Adhere to all company processes, expectations, policies, and procedures.

Thoroughly utilize the company CRM system, quoting software, and any other programs according to your training and instructions.

Work independently, maintain productivity, be proactive, forward-thinking, and always keep the company's profitability in mind as an integral member of the team.

Stay updated on training and industry standards by attending relevant webinars, seminars, conferences, and vendor training.

Represent ONE 2 ONE in the community through participation in events such as conventions, networking events, and as directed by management.

Collaborate and communicate effectively with all company departments to achieve defined company and departmental objectives.

Provide technical guidance and leadership to your team, including setting goals and objectives, defining best practices, and staying up to date with the latest industry trends and technologies.

Manage a team of engineers and technicians, including hiring, training, and mentoring staff to ensure they have the necessary skills and resources for success in their roles.

Act as a valuable member of the management team, providing insightful guidance in the development of the company's long-term strategic plans. This includes identifying new business opportunities and potential areas of growth.

Offer leadership and guidance to the technical staff.

Ensure that technical staff members receive appropriate training and professional development opportunities.

Collaborate with other departments to seamlessly integrate technology with business processes.

Effectively manage the team's workload and ensure efficient and successful service delivery.

Monitor team performance and identify opportunities for improvement.

Act as the primary point of contact for technical issues and strive to build strong relationships with clients, ensuring their utmost satisfaction with the services provided.

Oversee the day-to-day operations of the company, ensuring efficient and effective service delivery, meeting service level agreements (SLAs), and successfully delivering projects.

Collaborate with the sales team to ensure all customer needs are met.

Develop and maintain regular reports on service delivery performance.

Analyze data to identify trends and areas for improvement.

Create action plans to address identified issues and implement necessary changes.

Requirements

Service Manager Competencies, Education, and Experience:

Possess a Bachelor's degree in business administration, computer science, information technology, or a related field.

Bring forth more than 5 years of experience in technology and/or service delivery management.

Exhibit excellent problem-solving and analytical skills.

Showcase a proven track record in developing and implementing technology strategies that align with business goals and objectives.

Demonstrate strong leadership and management abilities.

Display exceptional communication and interpersonal skills.

Show the ability to collaborate effectively with individuals at all levels of the organization.

Have prior experience in managing and securing technical infrastructure and data.

Stay updated with current and emerging technologies.

Exhibit experience in managing relationships with technology vendors and service providers.

Be familiar with ticketing systems and other service management tools.

Benefits

Salary Range: $85K - $95K

Medical, Dental, & Vision with Employer Contribution

401K with Employer Match

Paid Time Off

Volunteer Time Off

Employee Assistance Program

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