IT Service Manager

IT Service Manager

Location:

Prairie du Chien/ La Crosse

Reports to:

DOO

Last Revised:

September 2022

IT Service Manager

Company Overview

Dependable Solutions specializes in a wide range of services, including tailored IT services and solutions for small and medium businesses and their owners in Wisconsin, Iowa, and Minnesota.

Dependable is committed to providing each and every one of our clients with high quality service and support.

Principles that Guide Us

The following serve as a foundation for our relationships with each other and the action we take in the world.

Of the things we think, say or do:

• Is it the truth?
• Is it fair to all concerned?
• Will it build goodwill and better friendships?
• Will it be beneficial for all concerned?

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Position Summary

The IT Service Manager is an integral part of the Dependable Solutions team. The Service manager’s primary responsibility is to manage the activities and responsibilities of the service delivery 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 Service Manager develops and refines our company best practices.

You will work to foster a positive environment that supports teamwork, collaboration and a high-quality customer service.

Education and Professional Experience

Minimum of 5 years of IT experience.
Minimum of 3 years of management experience.
Prefer a Bachelors or Associates degree in computer-related field

Professional and Personal Traits

• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong client orientation
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organizations key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Willing to work occasionally and/or be on call overtime, holidays, and weekends

Essential Duties and Responsibilities

• Promote and nurture the Dependable Solutions brand with our team, clients, and the communities that we serve.
• Maintain company culture consistent with our Core Values.
• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the service delivery team
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Responsible for escalation and client satisfaction
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed to the agreed SLA
• Administration and Management of Remote Monitoring Tool (ConnectWise Automate)
• Administration and Management of Professional Services Automation Tool (ConnectWise Manage)
• Identify trends and develop strategies to support these trends
• Assist in the development of technical support engineers from a career perspective
• To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Monday to Friday

Work Location: On the road