Assistant Service Manager

2 months ago

North Olmsted, United States Starfish Computer Corporation Full time

Assistant Service Manager

As an Assistant Service Manager, you will play a crucial role in supporting the IT Customer Service Director in overseeing the delivery of IT services to our clients. You will assist in managing day-to-day operations, ensuring high-quality service delivery, and fostering strong client relationships. Your responsibilities will include coordinating with technical teams, monitoring service performance, and helping to implement and improve service processes.


Service Delivery Management

  • Assist in overseeing the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs) and quality standards.
  • Coordinate with the Service Engineering Teams to ensure timely resolution of client issues and service requests.
  • Monitor and report on service performance metrics, identifying areas for improvement as directed by the IT Customer Service Director.


Client Relationship Management

  • Act as a point of contact for client inquiries and issues when necessary, ensuring prompt and effective resolution.
  • Support the IT Customer Service Director in managing client expectations and maintaining positive relationships.
  • Assist in the preparation and delivery of client reports and service reviews.
  • Participate in client quarterly meetings, review documentation prior to meetings to ensure relevant issues are discussed and create follow-up service orders for client approved follow-up work.


Operational Support

  • Help manage the day-to-day operations of the service desk and technical support teams.
  • Monitor help-desk telephone queue.
  • Review dispatch board, open service orders as needed.
  • Review unassigned tickets
  • Review client back up files (Datto, Ninja)
  • Gather active tickets, review scheduling, update tracking reporting.
  • Ensure that all service desk activities are documented accurately and follow established procedures.
  • Assist in the coordination of scheduled maintenance, upgrades, and deployments.
  • Check-in new equipment for client deployment.
  • Document the receipt of returned equipment and coordinate the destruction of same when required.
  • When required, secure part numbers for needed equipment and provide to the sales team for the quoting process.


Process Improvement

  • Contribute to the development and implementation of service management processes and best practices.
  • Identify opportunities for process improvements and work with the IT Customer Service Director to implement changes.
  • Assist in maintaining and updating documentation related to service management procedures.


Team Coordination

  • Support the IT Customer Service Director in scheduling and assigning tasks to service desk and engineering teams.
  • Coordinate with clients to schedule internal engineering support for on-site client visits.
  • Schedule engineering resources support for longer-haul service tasks.
  • Assist in the training and development of team members, ensuring they are equipped to perform their roles effectively.
  • Foster a collaborative and positive working environment within the team.


Incident and Problem Management

  • Help manage the lifecycle of incidents and problems, ensuring they are resolved efficiently and effectively.
  • Assist in conducting root cause analysis for recurring issues and implementing preventative measures.


Qualifications

  • Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
  • Proven experience in an IT service management role, preferably within an MSP environment.
  • Familiarity with IT service management frameworks (e.g., Information Technology Infrastructure Library).
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with clients and team members.
  • Experience with ticketing systems and service management tools.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Any relevant certifications (e.g., ITIL Foundation, CompTIA A+) are a plus.


Work Environment

  • This is an in-office position, occasionally requiring travel to clients’ on-site locations.

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