Description

The Service Manager (SM) is responsible for the successful delivery of managed services to clients. This role includes management of the Service Team, procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of service support functions. The SM works with the Client Advocate (CA) and Project

Manager (PM), to ensure successful service delivery and issue resolution.

 

The SM’s primary responsibility is to manage the activities and responsibilities of the Service 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 SM develops and refines our company best practices.

This position requires a high level of independence and strong client service 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.

The SM must also be a champion of core values – Live them, Promote them, Explain them!

 

Be Excellent

Keep the Trust

Always Be Scoring

Work Hard/ Play Hard

Own IT

Responsibilities

 

Daily

 

Manage and coach all members of the Service Team, including both technical and personal development

Document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Review and delegation of Backup tickets to the Service Team

Perform post-resolution follow-up to service requests and client complaints

Develop documentation and templates for both the Service Team and client end users

Ensure SLAs are being met

Review trends and recurring issues to improve service delivery

General “Quality Assurance” of all service delivery

Oversight of the daily Service Team huddle

Other tasks as assigned

Requirements

Service Desk Management