IT Service Manager

As an IT Service Manager, you will be responsible for overseeing the day-to-day operations of our technical service teams, ensuring the highest level of service delivery to our clients. You will play a key role in managing customer relationships, leading technical support initiatives, and driving continuous improvement in service processes. Your leadership and technical expertise will be crucial in maintaining our reputation for excellence and customer satisfaction.

Key Responsibilities

• Manage and lead the technical service teams, providing guidance, mentorship, and support to team members
• Oversee the daily operations of the technical support departments, ensuring timely and effective resolution of client issues
• Develop and implement service processes, policies, and procedures to enhance efficiency and customer satisfaction
• Work closely with clients to understand their needs and ensure the delivery of tailored IT solutions
• Monitor and report on service metrics, identifying areas for improvement and implementing corrective actions
• Coordinate with other departments to ensure seamless service delivery and alignment with business objectives
• Stay up to date with industry trends and advancements, continuously enhancing the team's technical knowledge and capabilities
• Work with ownership to develop and implement a road map for the service teams, based on changing business needs and leveraging the latest technology developments

Qualifications

• Minimum of 10 years of IT experience with at least 5 years managing IT teams
• Proven experience in a technical service management role, preferably within a managed service provider environment
• Strong leadership skills with the ability to motivate and manage a team effectively
• Excellent problem-solving and decision-making abilities
• Exceptional communication and interpersonal skills
• In-depth knowledge of IT networking and frameworks
• Ability to quickly learn and adapt to changing technologies and threats in the IT world
• Ability to prioritize workflow and organize and handle competing priorities
• Ability to perform effectively without supervision and within established time limits/deadlines
• Experience with ConnectWise Manage a plus
• Bachelor's degree preferred