Regional Service Manager
Regional Service Manager
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
Our team is focused on hiring the right people in the right jobs to help us continue to grow and move forward in creating a new level of service in the IT industry. Do you have what it takes to join the team With decades of combined experience in our space our leadership team thrives on helping their clients solve their most complex IT challenges.
REGIONAL SERVICE MANAGER
Purpose
Our clients rely on the IT services we provide so they can serve their clients employ their staff and add value to their communities. Increasing client confidence through timely professional friendly and knowledgeable remotesupport service is paramount to being the IT Leader we strive to be.Additionally Corsica depends on the efficiency of Service Desk members to keep costs low.The purpose of 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 Corsica clients. The Regional Service Manager builds trust with our employees and clients by ensuring the Service Desk team executes at the highest levels ofoperational excellence thereby exceeding client expectations. Additionally the Regional Service Manager helps maximizeoperational 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 aligningtasks to resources leveraging the features within the PSA enforcing procedures and identifying anomalies.
Responsibilities
The responsibilities for this position include:
- Monitor the regional service desk teams 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 postdelivery issues and provide status to clients as necessary.
- Perform customer followup 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.
- Provideoperationalleadershiparound tool adoption (ConnectWise NCentral IT Glue Phone System).
- Develop processes and procedures that drive consistency in IT Services operations:Clearly defineand document standardsfor 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 defineand document standardsfor 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.
Qualified candidates must meet the following job requirements:
- Able to work with a team communicate effectively and have high attention to detail
- Able tofunction effectively in a high paced environment
- Able to understand the perspective of the client in all service interactions
- Make effective use of time delegate and complete tasks effectively and on time
- Meet client and corporate expectations for attendance quality and performance
- Able to drive a culture of continuous improvement while fostering creativity and innovation
- Able to develop short and longterm action plans based improvement plans
- Must complete ConnectWise Manage Service Manager training (ConnectWise University)
- Problem Solvers. We love a challenge and are passionate about using technology to solve our clients realworld problems.
- Team Players. We work together to achieve our goals and provide the most positive outcomes for each other and our clients.
- Decisionmakers. We are empowered to make informed decisions and take actions that drive results for our company and our clients.
- Clientfocused. We make both our internal and external clients our top priority and aim to exceed expectations in everything we do.
- Inclusive. We believe that everyone contributes to our success. Our clients and team members are seen heard and valued.
- Must have at least a high school diploma or GED. Bachelors degree or better is preferred.
- A minimum of6years of professional ITSM or management experience is preferred.
- Two or morecertifications from vendors such as CompTIA ITIL or Microsoftarepreferred.
This positionhas direct supervisory responsibilities and is expected tosupervise work on service tickets to ensurealignment with Corsica processes.
WorkEnvironment
In most cases work will be performed in a climatecontrolled office space. Work will require the use of standard office equipment such as computers phones and multifunction printers. The position will be expected to make use of specialized tools and software for troubleshooting and maintaining systems and infrastructure.
Travel
This position requires less than 10 travel. Overnight travel may be required infrequently formanagement or business development purposes.
PhysicalDemands
- Candidate should be able to lift20pounds or more.
- Job will require sitting for long periods of time and may occasionally require bending lifting and driving.
This is a fulltime position for five eighthour days 40 hours total) per week.A onehour lunch break is provided.Shift start times range from 6:00 AM to 9:00 AM.
OtherDuties
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job.Duties responsibilities and activities may change at any time with or without notice.
Benefits:
We are fully invested in the growth and wellbeing of our employees and offer the following benefits to our employees in all locations:
- 401K
- Medical Dental Vision
- Health Savings Account
- Life Insurance
- Short and LongTerm Disability
- PTO plus Paid Holidays
- Training and development opportunities
- Educational assistance
- EAP services that include free counseling services for employee and family
- Adoption assistance
- Commuter benefits
If youre up for the challenge and enjoy the satisfaction of knowing your work has made a difference in helping other companies leverage technology as a competitive business advantage then we want to hear from you today!
If you dont think you meet all the criteria above and are still interested in the job please apply. Nobody checks every box and were looking for someone excited to join a great team of professionals.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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