Service Manager
Service Manager
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Job Description
Position Name: Service Manager
Reports to: Associate Director of Support
Location/Type: Remote
Atlas Technicas mission is to shoulder IT management user support and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016 we have grown 100 year over year through our uncompromising focus on service.
We value ownership growth intelligence and camaraderie. We are looking for people who share our Core Values thrive and contribute to this environment while putting the customer first.At Atlas Technica we offer a competitive salary comprehensive benefits and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!
As a Service Manager your primary goal will be to ensure highlevel service delivery for Atlas clients by proactively managing service operations and client satisfaction. You will be responsible for monitoring and reviewing ticketing systems analyzing reports ensuring timely engineer time entry and addressing regional issues. Additionally you will work closely with relevant managers to resolve VIP client problems effectively. This role also involves demonstrating the value of Atlas service delivery through the creation of reports and presentations.
Responsibilities:
- Oversee and review the ticketing system ensuring tickets are appropriately classified assigned and resolved within SLAs.
- Monitor engineers time entries for accuracy and efficiency in service delivery.
- Analyze service reports and ticket trends to identify recurring issues and areas for improvement.
- Proactively manage regional service issues and escalate concerns to the appropriate teams or managers.
- Address service challenges for VIP clients ensuring a hightouch whiteglove experience.
- Work closely with technical teams and leadership to resolve service gaps and enhance overall client satisfaction.
- Develop and present reports showcasing the effectiveness and value of Atlas service delivery to stakeholders.
- Conduct periodic service reviews with clients providing insights and recommendations for improved IT service management.
- Ensure adherence to internal processes and industry best practices in service management.
- Maintain clear communication with internal teams and clients regarding service updates and ongoing initiatives.
- Measure and maintain end user satisfaction.
Requirements:
- Strong understanding of IT service management principles and best practices.
- Familiarity with ticketing systems (e.g. ConnectWise Manage or similar tools).
- Excellent organizational skills with the ability to manage multiple tasks and priorities.
- Strong analytical skills to assess reports and service metrics effectively.
- Exceptional communication and interpersonal skills including experience in clientfacing roles.
- Ability to handle escalations and work collaboratively with crossfunctional teams to drive issue resolution.
- Experience in producing professional reports and presentations for executivelevel stakeholders.
- Selfmotivated detailoriented and capable of working in a fastpaced remote environment.
- Proficiency in Microsoft 365 ITSM tools and cloudbased service platforms.
Desirable Qualities:
- Experience in the MSP (Managed Service Provider) industry.
- Previous experience in a service management client success or IT operations role.
- Experience with PowerBI.
- ITIL certification or experience with ITIL frameworks.
- Familiarity with enterprise environments particularly financial services or hedge funds.
- 3 years of experience in IT service management operations or a related field.
Required Experience:
Manager
Employment Type
Full-Time
