Regional Service Manager

Overview

Staffing Pros, a division of VETS Inc., is recruiting for a full-time Regional Service Manager in Augusta, GA.

If you have additional questions not answered by the information contained within this posting, please contact our team directly at StaffingPros@vets-inc.com.

Responsibilities

The Regional Service Manager is to manage the outcomes from each of the regional support team, including pods, ensuring that quality standards and requirements will be met internally and externally as it pertains to agreement for of all levels to clients. The Regional Service Manager builds trust with our employees and clients by ensuring the Service Desk team executes at the highest levels of operational excellence, thereby exceeding client expectations. Additionally, the Regional Service Manager helps maximize operational efficiency by identifying the root cause of issues, create documentation for critical processes as well as other initiatives, then effectively prioritizing team efforts and properly aligning tasks to resources, leveraging the features within the PSA, enforcing procedures, and identifying anomalies.

• Monitor, the regional service desk team’s performance.
• Own continual improvement of IT Services. Constantly evaluate current service quality for improvement opportunities across all areas of Service Desk.
• Provide management oversight of the ITSM employees in the respective region.
• Provide input on the dispatch process of service requests to ensure full utilization of resources.
• Improve usage of Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the service desk team in design and development tasks.
• Contribute to the continuity of services by providing the necessary leadership.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
• Design and maintain process documentation for the service desk team.
• Manage the process of implementing change efficiently and effectively.
• Help ensure that everyone in IT Services has knowledge and understanding of Service Level Objectives (SLO) and relevant operational policies, processes, and procedures.
• Assist IT Services Management with the following, as necessary:  Setting expectations, training, accountability, performance evaluations, career development, hiring, and disciplinary action.
• Design and maintain process documentation for the service desk team.
• Identify procedural anomalies and make appropriate recommendations, coaching, updating procedures, team training, etc.
• Provide operational leadership around tool adoption (ConnectWise, N-Central, IT Glue, Phone System).
• Develop processes and procedures that drive consistency in IT Services operations.
• ​​Clearly define and document standards for identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems. 
• Develop processes and procedures that improve consistency, efficiency, and productivity in IT Services operations:  ​​​​​​​
• Clearly define and document standards for identification, classification, prioritization, escalation, and resolution of client requests, incidents, and problems. 
• ​​​​​​​​​​​​​​Workforce Management to assist ITSM team for attendance, staffing and productivity purposes.
• Prepare for and participate in ITSM management meetings. Provide information and input to help team make tactical decisions, as well as policy and process changes. Follow up via additional meetings, one on ones, etc.
• Manage the process of implementing change efficiently and effectively.
• This position requires less than 10% travel. Overnight travel may be required infrequently for management or business development purposes. 

Qualifications

• Must have at least a high school diploma or GED
• A minimum of 6 years of professional ITSM.

Preferred

• College degree in a computer-related course of study.
• Management experience.
• Two or more certifications from vendors such as CompTIA, ITIL, or Microsoft.