IT Service Desk Manager

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"We are not currently accepting applications for individuals residing outside the Pittsburgh region, as this position requires knowledge of the servicing area."

Founded in 2002, NET Xperts LLC has the expertise to design, implement, and manage IT systems that meet the needs of businesses in Western PA. Whether in need of Cybersecurity, Managed Services, or Cloud Services, we are experienced, Certified Professionals that can help develop technology business plans to meet any strategic business goal. We value our commitment to our strong relationships with clients and employees.

Please Note: We advertise for an IT Service Desk Manager but the official title is a "Client Services Manager."

Job Description Summary

Are you looking to make an immediate impact in the war against cybercrime? NET Xperts LLC is seeking a Client Services Manager with a solid technical background and previous management experience. By joining our team, you will take incoming calls/emails, and schedule/escalate support requests by managing the day-to-day operations of the department. The primary objective of this role is to coordinate the installation of our products and provide support to our clients, by focusing on unmatched customer service while maintaining efficiency and profitability.

What’s In It For You

• The support of an organization to help shape your career and is passionate about personal excellence and self-improvement.
• The ability to make an impact by building long-term relations with our clients as we believe it is vital for our growth.
• Excellent compensation and a comprehensive benefits package including- medical, dental, vision, matching 401(k), and more!
• Future growth of knowledge, skills, duties, and compensation is available. We are growing and want people to grow with us!

What Will You Do

• Receive, respond, and process service requests promptly as they arrive through phone calls, email, or direct customer input, and create tickets for all calls.
• Maintain the current dispatch board, including future forecasting of workload for upcoming projects.
• Ensure maximum utilization of billable resources by coordinating engineers’ daily/weekly schedules as calls/projects are completed.
• Responsible for making sure emergency on-call procedures are followed.
• Review tickets and debrief engineers after calls/project work, providing feedback/guidance, in order to evaluate overall performance.
• Maintain a high level of customer focus by prioritizing issues and communicating appropriately with external and internal customers.
• Follow up with customers on pending issues to ensure overall satisfaction.
• Ensure the department maintains a high level of responsiveness, proper communication, professionalism, and overall knowledge.
• Manage, monitor, and report on SLAs required to support and deliver the best service to our customers.
• Establish working schedules and manage time off to ensure appropriate coverage for operating workloads and task allocations, in accordance with contractual requirements.
• Develop and implement departmental goals and strategies, addressing department needs, and compare operations to industry best practices.
• Ensure the department is appropriately staffed, skilled, and trained to deliver excellent technical support and customer service.
• Maintain and monitor achievement of service certifications, ensuring that all engineers are up to date on technical requirements to maintain all manufacturer-level and partner-level certifications.
• Provide coaching, mentoring, and appraising of staff on practices, procedures, and job duties, as well as perform annual reviews of service personnel.
• Maintain quality service by establishing and enforcing company standards.
• All other duties assigned.

Education, Experience, and Skills

• High school diploma, or general equivalency degree, and five years of related experience and/or training in customer service, dispatching, or project management is required. An equivalent combination of education and experience will be considered.
• Previous supervisory/management experience is required.
• A solid technical background and familiarity with IT terminology is required.
• Previous experience with a Professional Services Automation system, including ticketing, dispatching, and scheduling is required.
• Previous experience managing a helpdesk or supervising technical support roles is highly regarded.
• Proficient in using Microsoft Office including Word, Excel, Outlook, and Teams.
• Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions, in an organized and concise manner.
• Self-motivated, with a sense of urgency, to work in a fast-moving environment.
• Excellent leadership and people management skills.
• Advanced customer service skills with a problem-solving attitude.
• Ability to multi-task and prioritize responsibilities.
• Geographical familiarity of service area (Approximately within a 50-mile radius of Pittsburgh).

Miscellaneous

• Work week, Monday – Friday 8 am to 5 pm (Overtime/weekends as needed).
• Must have a current and valid driver’s license.
• Must have proof of insurance.

Benefits

• Excellent Pay - $70 negotiable with experience, plus performance-based incentives.
• Healthcare Benefits (Medical, Dental, Vision)
• Life AD&D
• Paid Time Off (to include Maternity, Paternity, Pawternity & Charity Days available)
• IRA Match
• Training and certification benefit policy for reimbursement
• FREE Parking
• Jean Days
• Pizza Lunches
• Healthy Snack Program
• Team Building Activities
• Quarterly Corporate Outings

Classification

• This is a Salary-Exempt position

NET Xperts LLC is an organization that hires creative people who are committed to high performance. Do you want to join our team of professionals?

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Compensation package:

• Bonus pay
• Performance bonus
• Yearly pay

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Pittsburgh, PA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 5 years (Preferred)
• Technical support: 1 year (Required)
• Management: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $70,000