IT Service Manager

Job Description
ETC TechSolutions is one of the fastest growing Managed Service Providers (MSP) in Northeast Ohio with a mission to provide every small business with the technology resources to empower their own success. As an MSP we become an extension of our clients and take the burden of technology off the small business allowing them to focus on what they do best.

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 reports to the Director of Operations. The Service Manager develops and refines our company best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required. The ideal candidate will possess excellent management skills and have proven success in running an efficient and profitable service department. Having advanced technical abilities to assist with support escalations and field work is a bonus.

Job Duties

• 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 service scheduling, 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
• Administration and Management of Professional Services Automation Tool
• To ensure that systems, processes, and methodologies are followed according to company guidelines
• To provide reports on an agreed schedule to Senior Management and clients
• Identify trends and develop strategies to support these trends
• Assist in the development of technical support engineers from a career perspective
• Service team time review and approval

Job Requirements

• Bachelors or Associates degree in computer-related field, with courses in computer science OR Three to eight years related experience OR Equivalent combination of education and experience
• 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
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP a plus
• Willing to work occasionally and/or be on call overtime, holidays, and weekends
• Must be a US Citizen and pass drug and background check
• Lift standard computer equipment (i.e. PC’s and Printers)
• Valid Driver’s License

Benefits:

• Excellent medical, dental, and vision benefits
• A fun work environment with opportunity for growth
• PTO and Paid Holidays
• Flexible Work Environment
• Annual Performance Reviews

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Akron, OH: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to undergo a background check, in accordance with local law and regulations?
• What is your desired pay?

Education:

• High school or equivalent (Preferred)

Work Location: One location