Service Manager

The Service Manager successfully manages the day-to-day operational aspects of reactive IT support for managed and non-managed clients, being remote and on-site service.  The work environment is fast paced; flexibility and problem-solving skills are a necessity. The Service Manager must have excellent verbal and written communication skills, maintain professionalism, and is adept at prioritizing work based on multiple factors. The Purple Guys is a very client-centric company, so a thorough knowledge of exceptional client service is required. 

The Service Manager is a member of The Purple Guys (Market) Leadership Team. 

Essential Duties & Responsibilities 

Client Service 

• Provide responsive client service.  Answer internal and external client/vendor calls quickly and pleasantly.  Communicate in a friendly, professional and patient manner 
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships 
• Maintain exceptional client service, understanding client satisfaction and perception 

Daily Required Functions 

• Hiring, training, coaching and leading Remote and Field Team Members as they provide support for clients 

• Answering team member questions, guiding them through difficult issues, diffusing angry customers, or handling customer service issues as needed 
• Communicate with clients regarding status updates, onsite visits, and scheduled work 
• Ensure that service requests are being resolved in a timely manner 
• Assist with emergency response as point-of-contact for clients and internal stakeholders 
• Communicate pertinent information to team members and Leadership 

• Perform other duties as assigned 

Reporting  

• Identify clients’ needs and report to vCIO or VP of Operations 
• Report client concerns or complaints to VP of Operations and CXO 

• Daily and weekly KPI reporting to Leadership Team 

Professional Development 

• Self-paced training in technologies relevant to the team or service management skills 
• Participate in leadership training and discussions as a member of the Market Leadership Team 

Administrative and Supervisory 

• Lead daily huddle meetings with the Service Delivery team 
• Review time entries and expense reports for all team members 
• Submit time sheets and expense reports on a weekly basis, due by Saturdays at 12P 

• Engage in employee reviews for Service Delivery team members, providing ongoing coaching and career path development in alignment with team members’ individual goals 
• Participate in the hiring of technical staff, including telephone and in-person interviews 
• Assist in establishing and maintaining best standard practices of the Company and ensure that all technical staff complies with same 

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Maintain high levels of communication and behavioral disciplines for all technical staff 
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients 
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues 

• Working knowledge of practical aspects of service management 
• Proven track record with people management, risk management and change management 
• Experience in effectively influencing and leading personnel  
• Critical thinking and problem-solving skills 
• Organized and detail-oriented 

• Strong team player 

Education And / Or Experience 

• College or Technical degree with some management experience preferred  
• OR Two (2) years of management experience in a related field 

 
Language Skills  

• Ability to communicate professionally, in English, both written and orally 
• Ability to write business correspondence and process procedures 
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public 

Certificates, Licenses, Registrations  

• Valid Driver’s License