Service Desk Manager

This is a remote position.

SUMMARY

The Service Managers primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Director of Operations. The Service Manager develops and refines our companys best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work service calls and related documentation including timesheets is required.

In this position you will be responsible for acting as the first line of technical support for our customers. Under limited supervision you will assist in the planning monitoring and troubleshooting of desktops servers and networks ranging from basic to complex. You will respond to customer tickets and document troubleshooting steps. This frequently means handling those tickets from creation to completion. You will also visit customers sites resolve issues and maintain relationships with a wide variety of customers and personalities.

JOB RESPONSIBILITIES

Essential Duties

o IT Engineering Troubleshooting analysis escalation and proactive communication both remote and in the field.

o Project Management All engineers are given projects to manage based on their skill level and trained in our methodology.

o Subject Matter Expertise (SME) Our engineers follow their interests in specialization. Each team member has one or more subject matter expertise (SME) responsibilities. Whether it is building out our private cloud BDR solution or implementing a SIEM we strive to match you with your area of interest to help build and maintain our technology standards.

o Account Management Depending on their level of expertise our engineers will have client-facing responsibilities and must be able to maintain client relationships. We mentor you to learn our standard of strategic road mapping and project level consulting.

Responsibilities:

o Manage the service delivery teams daily activities as well as the dispatch process of service requests. Drive problem investigations and resolution as required. Design and maintain process documentation for the service delivery team.

o Interface with appropriate technical personnel for client problems that cannot be resolved effectively. Contribute to the continuity of computer services by providing the necessary technical leadership.

o Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements. Ensure quality and profitable services are performed to the agreed SLA. To provide reports on an agreed schedule to Senior Management and clients. Identify trends and develop strategies to support these trends.

o Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices. To ensure that systems processes and methodologies are followed according to company guidelines.

o Responsible for service scheduling escalation and client satisfaction. Active role in daily management of all services calls.

o Administration and Management of Remote Monitoring Tool (Kaseya Ninja ThreatLocker Etc.) Administration and Management of Professional Services Automation Tool (ConnectWise)

o Assist in the development of technical support engineers from a career perspective. To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

QUALIFICATIONS

3 to 5 years of IT network administration and support experience. Understanding of the principles methods and techniques used in IT administration and support.

Solid understanding of LANs VLANs VPNs and firewalls. Experience with Windows server operating systems Active Directory DNS DHCP and Group Policy. Strong grasp of desktop operating systems printers and applications.

Knowledge and experience in cross-functional management methods and techniques.

Knowledge of IT applications processes software and equipment.

Strong organizational presentation and client service skills.

Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.

Skill in planning and preparing written communications.

Skill in leading people and getting results with a strong client orientation.

Ability to multi-task and adapt to changes quickly.

Ability to work in a team and communicate effectively.

Service awareness of all organizations key IT services for which support is being provided.

Understanding of support tools techniques and how technology is used to provide IT services.

Must be able to work for any employer in the United States without sponsorship and be able to successfully complete a background investigation and drug screening.

Outstanding written and verbal communication skills

Ability to work well under pressure and adapt in a fast-paced environment

Ability to work independently in a collaborative team setting

High level of confidence low level of ego

Eagerness to learn new technologies and build professional skills

Excellent people skills; the ability to show empathy and be a good listener

Excellent organizational skills

Technical Certifications / Ongoing Training

o A Network Security CCNA Microsoft CEH Security Project ITIL Project Azure AWS

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.