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Manager IT Service

4 months ago

Pittsburgh, Pennsylvania, United States SMS group Full time
Summary

Manages the service desk team and evaluates performance. Ensures customer service is timely and accurate on a daily basis.

Who We Are

At SMS group, our people are our greatest asset. We offer an entrepreneurial environment that promotes a culture of innovation, growth, and inclusion.

We offer company events, activities, and opportunities to participate in charitable initiatives that benefit the communities where we are located.

What You'll Do

  • Provide leadership, guidance and training to service desk personnel
  • Set specific customer service standards
  • Ensure that service levels are achieved and that customer expectations are met or exceeded
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on service desk team's productivity
  • Manage and coordinate urgent and complicated support issues
  • Act as escalation point for all requests and incidents
  • Advise management on situations that may require additional client support or escalation
What You'll Need

  • Previous personnel management experience
  • Proven work experience as a service desk manager
  • Hands on experience with service desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Superior analytical and problem-solving skills
  • Extensive knowledge of department processes
  • Detail-oriented
  • Thrives in collaborative environment
  • Bachelor degree in Computer Science preferred
  • 5+ years of service desk experience
  • ITIL or ITSM certifications a plus
What We Offer

Competitive compensation, medical/dental/vision coverage, paid vacation, paid holiday time, 401k with a company match, training, a tuition reimbursement program and more

What We Do

SMS group is the leading partner in the world of metals.

We are an original equipment supplier offering comprehensive maintenance and spare part services for metals production, continuous casting and rolling (flat and long products), tubes, welded pipes, forging, non-ferrous technology, and heat treatment plants - all from a single source.

SMS group Inc. is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, sexual orientation, disability, veteran status, gender identity or other categories protected by law.

Employment is contingent upon successful completion of a drug screen and physical capacity profile test.