Technical Service Manager

Robots need not apply.  We are looking for thinkers. Not someone who just wants to check boxes and push paper.  LMI.net is looking for a Technical Service Manager who wants to be part of our team that provides a positive and supportive working environment every day.  We have a strong presence in our local community and an unparalleled reputation for providing honest and valuable IT services.  We offer small company vibes, but with the strength and resilience of having almost 30 years of history behind us.   

The Position:

The Service Manger will ensure a smooth and efficient service delivery process by supervising the flow of tickets in the system, watching for potential problems, responding proactively.  This person will be our teams’ main point of contact for clarification of tickets and provide direction when needed.  As a part of this management role, the service manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to all our clients.  The role is also responsible for managing the activities and responsibilities of both the service and project delivery teams that encompass both technical and professional staff. 

This role requires close partnership and coordination with LMi management, senior technical, and admin staff. This role will have different aspects to it, not all of which will be performed each day. Certain responsibilities will only be performed periodically while others will be performed more regularly, such as the service desk management. This role provides a great deal of internal mobility at LMi and provides a dynamic day to day routine that will keep the right person engaged and excited.

This role will also provide continual improvement of processes and standards to provide a consistent client experience. The service manager MUST have the ability to communicate with clients and our internal staff at both technical and non-technical levels.  Ideal candidates are self-directed, innovative, organized, flexible and can consistently maintain our high-quality standards. This position requires a high level of independence, organization and both the ability and desire to develop relationships with clients and internal staff.  The service manager will contribute to the staff development process by conducting interviews, performance evaluations, leading team meetings and making training recommendations.

Additional knowledge, skills, and responsibilities: 

• Oversee all IT operations including staff, infrastructure, security, and software. 
• Manage a secure, centrally managed, and scalable IT infrastructure.  
• Establish Disaster Recovery and Business Continuity capabilities and plans. 
• Develop IT security policies and breach remediation procedures. 
• Oversee IT security and compliance and audits. 
• Implement and manage technology budget and performance reports. 
• Able to effectively present to and advocate for ideas with executive team 
• Interact with other departments to learn about and solve business challenges with IT solutions. 
• Provide training and mentorship for incoming IT staff
• Handle all technical ticket escalations from service department. 
• Vendor negotiations and contracts management. 
• Assistance with management of our internal networks and communication systems 
• Assistance with hiring new staff and optimizing current staff placement and efficiency 
• Optimizing our billing and invoicing system to increase efficiency and reduce time to invoice customers 
• Assistance with marketing and business development 

• Exceptional written and verbal communication skills
• Experience running highly efficient team and client facing meetings
• Demonstrated experience managing a remote team
• Working in a ticketing system
  • Autotask highly preferred
• Documentation methodology and experience
  • IT Glue experience is a plus

HR Information:  

• Medical benefits
  • Company pays 50%/employee; option to add spouse/family 
• 3 weeks of PTO, plus 9 paid holidays 
• 401K with employer match 
• In office role with flex options for remote work
• $75,000-$100,000/year

Salary : $75,000 - $100,000