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IT Service Manager
4 months ago
IT Service Manager
Direct Hire- Full Time
Hybrid- Bend, OR
Salary DOE and Education Plus Annual Bonus- Wide range of $100-115k
PTO, 100% Health Employee only Paid Benefits, Retirement Match 3%, etc.
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Are you a skilled leader with a passion for IT service delivery? Ledgent Technology, in collaboration with a prominent local partner in the Bend area, is seeking an IT Service Manager to join our dynamic team. As a leading Managed Service Provider (MSP), we're dedicated to providing exceptional IT solutions and support while fostering a culture of innovation and growth.
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Qualifications
Bachelor's degree in a relevant field (Computer Science, IT, Business) or equivalent experience.
Seeking 3+ years of Leadership/Management Desired
8+ years of Infrastructure experience (Help Desk, System/Network Administration and or Engineers, etc.)
Proven experience in managing service delivery teams within an MSP environment desired.
Strong leadership, communication, and interpersonal skills.
Familiarity with ITIL principles and best practices.
Passion for coaching and developing team members.
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Responsibilities
Team Leadership and Development:
Lead and mentor a diverse team of service professionals, including technicians, engineers, and support personnel.
Cultivate a collaborative team culture focused on continuous learning and growth.
Conduct regular performance reviews and provide constructive feedback to support individual and team development.
Identify training needs and develop tailored plans to enhance team capabilities.
Service Excellence:
Ensure timely resolution of client issues, incidents, and service requests, prioritizing customer satisfaction.
Maintain accountability for high service levels and SLA adherence, monitoring KPIs and performance metrics.
Implement best practices for incident management, problem resolution, and service delivery.
Advocate for a customer-centric approach in all client interactions.
Process Improvement:
Continuously assess and optimize service delivery processes to enhance efficiency and effectiveness.
Identify and address operational bottlenecks, streamline workflows, and adopt industry standards and frameworks (e.g., ITIL).
Drive initiatives to improve service operations and elevate client satisfaction.
Client Relationship Management:
Cultivate strong relationships with key clients, understanding their unique business needs and objectives.
Align service offerings with client requirements and proactively address concerns to ensure satisfaction and retention.
Coaching and Training:
Provide ongoing coaching and mentorship to team members, focusing on technical proficiency, customer service skills, and professional development.
Organize regular training sessions to enhance team knowledge and expertise.
Foster a culture of continuous learning and growth mindset within the team.
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All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
