IT Service Manager I

At VC3, we don't just solve IT problems - we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

We''re a team of doers, builders, and tech whisperers who live by 4 core values:

Go Beyond | Own It | Be Curious| Serve as One

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

The Impact you will have:

The primary focus of the Service Manager I is to manage and lead their team in providing a consistent level of quality and service to support our clients. With that, the Service Manager I must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company. We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our customers and VC3.

• Act as an escalation point for critical client issues, communicate and manage communication with customers as needed
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed
• Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired
• Proactive issue trending and data reporting for the improvement of key metrics
• Manage team performance and tools to meet or exceed SLOs
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance
• Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development
• Provide timely responses and guidance to client requests, either directly if needed or via your team
• Advocate for the customer in day-to-day operations
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies

Additional Responsibilities:

• Collaborate across all VC3 departments to maximize overall customer satisfaction

• Maintain accurate and up to date documentation through the change management processes

• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability

• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service

• Maintain an in-depth knowledge of the products and services we offer

• Build relationships with clients and team members and serve as a trusted point of contact

• Providing timely responses and guidance to client requests

• Maintain accurate and up to date process & departmental documentation

• Attend training & team meetings as required

• Assist with the development and evolution of the Team Lead role

• Review CSAT responses; provide coaching, praise, and client follow up as required

• Additional duties as required

• KPI goals consistently met in current role

• 3+ years relevant technical experience is required

• 3+ years relevant management or leadership experience is required OR completion of VC3 leadership academy

• Experience in supporting Infrastructure environments

• At least 2 years relevant IT experience fully supporting customer environments

• At least 2 years experience in managing and working with the following technologies:

• Windows Server

• Cloud environments including Microsoft 365

• Active Directory

• GPOs

• Routing and Switching

• Firewalls

• VPNs

• Virus and Security

• LAN/WAN Technologies

• Virtualization Technologies

• Experience in IT service delivery and managing customer expectations

• Demonstrable experience in incident, problem, and change management

• Knowledge of ITIL standards is required

• ITIL Foundations V3 or V4 certification highly desired

• Excellent ability to present information to senior management in a manner that is clear and concise

• Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally

• Experience in business analysis and a good understanding of financial concepts

• Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances