What are the responsibilities and job description for the IT Service Desk Manager position at Mytech Partners?
Full time salaried position, $50,000-$80,000, Paid employee healthcare, generous PTO
Summary
Mytech proactively monitors and maintains technical operations for our business clients. We design and build computer network infrastructure for our business clients.
The Service Manager will lead the service team to deliver premium customer service to Mytech clients. You will oversee our delivery of extraordinary customer service via technical aptitude while also managing team professional develoment and maintaining profitability standards. The Service Manager will strive to Make I.T. Easy for our clients by ensuring that their team is efficiently and effectively resolving client support related issues and delivering an exceptional client experience.
Responsibilities
- Manage direct reports (1 on 1, PVVs, Team Meetings and Daily Huddles)
- Conduct quality assurance and managed services launch meetings with new clients
- Report department performance weekly to Branch GM
- Direct staff development and training programs
- Contribute to the creation, training, and maintenance of service delivery processes, procedures, templates, and best practices
- Research and respond to all negative\neutral CSAT’s, implement corrective action, and provide timely · coaching to team members
- Review\Audit and close service tickets in accordance with Mytech define process
- Complete all HR function for the department (Timesheet and Expense approval, Payroll and PTO administration, Hiring and Terminations)
- Review agreement profitability and make the necessary recommendation and service delivery changes to meet predefined targets
- Management of department assets (Fleet, Inventory, Tech Tools, Parts bins)
Skills and Requirements
- Commitment to support and promote Mytech’s mission, vision, and values.
- Analytical thinking and problem-solving ability.
- High level of business and organizational aptitude.
- Flexibility to work and adapt in a rapidly changing environment.
- Desire to work as a team player.
- Ability to directly manage and train a team of individuals.
- Strong customer service and interpersonal skills.
- High school diploma or higher strongly recommended.
- Proficiency with technology required.
- Outstanding ability to build rapport with customers and direct reports.· Outstanding ability to build rapport with customers and direct reports.
About Mytech Partners
**Due to regulatory compliance requirements of the clients we serve, it is a requirement of this role to be a legal US Person or US Permanent Resident. **
Please note this is not a work-from-home opportunity. This position requires you to physically work in our Colorado offices.
Salary : $50,000 - $80,000