IT Service Manager - $70,000 - $85,000 Annually Job
|Location: Kitchener, Ontario
||Date Posted: 11/1/2019
||Category: Information Technology
|Job Code: 2153814
IT Service Manager
We are a fast-paced information technology consulting firm located in Cambridge, Ontario. Our primary line of business is to design, implement, support, and maintain our customersí technology infrastructure. We help our customers maximize their technology and eliminate technology pain. We believe that providing exceptional customer service and a positive customer experience is critical in a business, and vital to the success of our company. We pride ourselves on building strong relationships based on mutual trust and respect, both with our customers and our staff.
Manage the daily activities of the service team including field, project, and help desk.
Provide an excellent example of customer service on all levels for the company.
Develop in-depth knowledge of the service catalog and how it relates to customerís needs
Backup support for Helpdesk Supervisor as needed.
Assist the field service and remote support team in design and development tasks.
Understand overall field service and remote support objectives, as well as the role and function of each team member.
Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
Design and maintain process documentation for the field service and support team.
Coordinate and schedule resources for service requests.
Manage activities of all technicians.
Manage the workflow of all service requests.
Work Service Requests as assigned according to the company workflow procedures.
Review ticket queue daily to ensure SLAs are being met, tickets are prioritized, and resources allocated effectively to address workload
Be aware of project statuses by maintaining communication with the project manager and sales team (where applicable).
Communication & Issue Resolution
Drive problem investigation and resolution as required.
Function as the customerís single point-of-contact for problem identification and resolution for issues that have been escalated by the field service and support team.
Communicate with all parties in a constructive manner to guarantee customer expectations are met; keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Maintain awareness of all outstanding customer issues both pre- and post-delivery and provide status to clients as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level where escalations have occurred
Escalate field service and remote support issues to the President as required.
Improve usage of IT Support systems/tools/resources and increase productivity of the team.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry as it relates to service delivery.
Manage the process of implementing change efficiently and effectively.
Identify areas for improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships through enhancements to support delivery processes.
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
Focus on making every work hour a profitable hour for the company.
Track all work billable or not for the entire technical team.
Ensure technician time entries are kept up to date and in real-time
Review and approve the field service and support time and expenses sheets in ConnectWise.
Performance & Development
Conduct performance evaluations and mentor those with less experience.
Develop training programs to develop and refine the skills of the field service and support team.
Facilitate field service and remote support team meetings.
Follow all company standards and procedures as currently documented.
Document internal processes and procedures related to duties and responsibilities.
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
Service Manager Weekly Roles and Responsibilities
Review, revise, and annotate the proposed invoicing for the past week.
Review and approve all requests for Personal Time from technicians and ensure they are on the schedule.
Preview the upcoming weeks and schedule technicians to tasks as early as possible.
Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule.
Coordinate any planned out-of-town services with the technician and the client.
Plan for weekly project meetings and communicate with Project Manager in advance to ensure summary is up to date and accurate in advance of meetings
Hold weekly meetings with direct reports and formalize an ongoing agenda.
Review time entries and submit for approval by the close of business on the last day of the work week.
Monitor and support the progress of technicians written quarterly goals.
Provide accurate reports and metrics to company management on status and budget of on-going projects and agreements.
Service Manager Monthly Roles and Responsibilities:
Plan and conduct monthly Service Team meetings and trainings
Review and revise previous month's Monthly Maintenance Checklist as needed.
Implement any system-wide changes to the Monthly Maintenance Checklist.
Monitor Monthly Maintenance progress and manage the process.
Manage the service-related SharePoint data and access to that data.
Participate in the annual company meetings.
Service Manager Quarterly & Annual Roles and Responsibilities:
Schedule Quarterly Reviews for each Technician in the second week of the quarter.
Prepare each Technician's Annual Review including their new Quarterly Goals.
Plan and, if possible, schedule any training for the technicians.
Review the year and summarize successes and fails as they relate to the goals for the year.
Establish goals for the year ahead.
Participate in the annual company meetings.
Assist in budget preparation for the Service Department for the next year.
5+ years of industry related experience or equivalent
Previous leadership experience
Previous customer-facing experience
Customer service experience
Familiarity with PSA and RMM tools
We welcome all qualified applicants to apply today with confidence.
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Web Site: http://www.jobsandcareersinc.com/jobs/apply/1572464953.html
|Contact Name: Net Hire