Job Summary
The IT Service Manager will oversee the delivery of IT services and support to multiple clients, ensuring service quality and client satisfaction. This role is responsible for managing a team of IT professionals, handling escalations, implementing best practices, and continuously improving service processes. The ideal candidate has experience in an MSP environment, is technically proficient, and has a passion for enhancing customer satisfaction.
Responsibilities
- Service Delivery Management: Oversee the day-to-day operations of service delivery, ensuring SLAs and performance metrics are consistently met or exceeded.
- Team Leadership: Manage, mentor, and develop a team of IT service desk and support engineers, providing guidance on complex technical issues and professional growth.
- Incident and Problem Management: Handle escalations for critical incidents, ensure timely resolution, and implement root-cause analysis to prevent recurring issues.
- Change Management: Coordinate and manage change requests for client environments, assessing risks and minimizing service disruption.
- Continuous Improvement: Identify areas for process improvement, recommend new service offerings, and implement best practices to enhance service efficiency and client satisfaction.
- Performance Monitoring and Reporting: Track and report on service performance metrics, identify trends, and create action plans for continuous service improvements.
- Vendor Management: Coordinate with third-party vendors to ensure service quality, performance, and alignment with client expectations.
Qualifications
- 5+ years of experience in IT service management, preferably within an MSP environment.
- Strong understanding of ITIL framework.
- Experience in managing client relationships and ensuring customer satisfaction.
- Strong technical knowledge across various IT areas, such as networking, cloud services, cybersecurity, and IT infrastructure.
- Excellent communication and interpersonal skills.
Pay Range or Amount: $75,000 - $85,000
Must be willing to commute on-site
