IT Service Manager

Description

We are currently seeking a Service Manager to manage the day-to-day operations for WorkSmart's Service Teams.

The Service Manager's primary responsibility is to manage the activities and responsibilities of the service delivery team and ensure that all efforts are aligned with the goal of providing exemplary support and customer service to WorkSmart's clients.

As a part of this role, they will also be responsible for providing technical escalation and mentorship to Worksmart technical staff and ensuring service and support are provided to clients at agreed levels. The Service Manager develops and refines our company's best practices.

This position requires a high level of autonomy, strong customer service and strong technical skill. Organizational ability is important as this role requires a great deal of multi-tasking. A successful candidate will be curious, ask questions, look for improvements, and be critical of existing procedures and policies to continually improve the client experience.

Core Responsibilities

• Commitment to WorkSmart processes and procedures and ensuring they are followed by all
• Delivering outstanding customer service and support to WorkSmart clients, including resolution of client issues
• Monitoring and responding to customer surveys
• Managing regular client interactions
• Facilitate and participate in engaging individual and team meetings
• Ongoing understanding of resources required on Service Team to be able to deliver service
• Recruiting of team members in an efficient, timely manner
• Conduct regular performance evaluations with team members
• Providing mentorship to help team members reach their full potential
• Regular time and service ticket reviews

Requirements

• 10 years of experience supporting clients of varying industries, sizes, and complexity in an MSP environment
• 3-5 years of previous experience managing a team of more than 10 employees
• In depth understanding and knowledge of:
• All aspects of SMB environments
• Windows Server, Active Directory, DHCP, DNS
• Networking – Switching, Routing, Firewall Configuration, VLAN's, Wireless implementations
• Microsoft 365
• Microsoft Azure
• VMWare and Hyper-V

You'll also need:

• Excellent communication (written and oral) skills
• Excellent documentation and record-keeping skills
• The desire and ability to learn new technology

This is a hybrid position. Employees will work both on-site and remotely.

Benefits

This is a full-time salaried position with excellent benefits.

• Health, Dental, and Vision insurance
• Short and Long-Term Disability, plus Basic Life, at no cost to you
• 401(k) with corporate match
• Wellbeing reimbursement
• Up to 4 paid days per year for volunteer activities

Core Values

Our core values define our culture and how we approach working with clients, hiring new teammates, and rewarding each other, and they even allow us to consider when someone is not a good fit. We all use these core values as a filter through which we make decisions. By embodying these values as an organization and as individuals, we will continue to grow and succeed.

Do the Right Thing

• Choose the right thing, even when it's hard
• Opt for flexibility when it makes things better
• Bring both heart & hustle

Put People First

• Care about the person behind the screen
• Show compassion
• Cultivate collaboration

Own It

• Be the start of the solution
• Bring the right people in
• Commit to the outcome

Be Curious

• Ask questions in tough situations
• Seek to understand diverse perspectives
• Try new things; embrace uncertainty