IT Service Manager
2 months ago
Fisher's mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the "Best Places to Work in Idaho" for the last fifteen years.
Fisher's is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.
IT Service Manager
Fisher's is seeking a qualified individual to fill our IT Service Manager position. They will develop, manage and provide leadership to our professional services team. This position is a key contributor in the success of client satisfaction and efficiency of our technical teams, and lead efforts in design and implementation of quality technical services, best practices, and methodologies to ensure client satisfaction.
Responsibilities:
45% Professional Services Management
- Determine responsibilities of assigned staff positions to accomplish business objectives.
- Mentor, develop and train service team staff, providing tools and resources for employees to perform well.
- Train and ensure all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.
- Shape strategy and make tactical decisions in support of strategy.
- Implement new service operational plans, procedures, policies and goals to ensure maximum efficiency and effectiveness of all resources.
- Ensure all established service quality and delivery commitments are met.
- Coordinate service activities with all other functions within the organization and vendors to ensure optimum utilization of staff and equipment.
- Determine staffing requirements, interview, hire and train new employees or oversee those personnel processes to ensure the right talent is in place with necessary skills.
- Contribute to financial objectives by participating in annual budget preparation with leadership team and ensure expenditures are aligned with financial objectives.
- Enter & validate time and expenses into ConnectWise.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as activities or service tickets into ConnectWise.
- Ensure consistent and accurate reporting of customer devices by managing remote monitoring systems. Resolve issues as they arise, identify trends, and develop solutions as needed.
- Be aware at all times of Client project status and communicate directly with clients to ensure their satisfaction and to keep them apprised of their project status.
- Identify Client problems and provide appropriate solutions.
- Follow up with Clients to verify final resolution and request feedback about the performance of your department and the Company as a whole.
- Drive problem investigations and resolutions and broaden resolutions into department innovations wherever appropriate.
- Participate in company sponsored job related activities and training to further develop your technical skills.
- Communications: Expresses thoughts clearly in written form; Articulates verbal thoughts understandably; Demonstrates active listening skills; Comprehends information heard; Uses appropriate communication methods; Keeps others informed.
- Delegation: Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
- Managing People: Sets and tracks clear, measurable goals; Encourages individuals to take responsibility; Provides feedback on performance regularly; Develops people's natural strengths; Meets regularly with direct reports; Reinforces compliance with policies/procedures.
- Planning & Organization: Prioritizes work in advance; Reviews past schedule to confirm productivity; Works efficiently and effectively; Anticipates need for additional resources; Defines and passionately pursues goals.
- Problem Solving: Identifies problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Resolves problems in early stages; Works well in group problem solving situations.
- Quality Management: Establishes standards for quality; motivates a passion for quality in others; Solicits and applies customer feedback; Identifies areas for improvement; Measures key indicators regularly; Demonstrates quality standard through actions.
- Team Leadership: Fosters team cooperation; Defines team roles and responsibilities; Supports group problem solving; Ensures progress toward goals; Acknowledges team accomplishment.
- Education - Bachelor's degree or equivalent experience.
- Computer Skills - Uses Microsoft Word, Excel, Outlook, Adobe Acrobat effectively.
- Certificates, Licenses, Registrations - Valid driver's license.& clean driving record.
- Experience -3+ years experience in an IT environment; 2+ years experience managing a team.
- Demonstrates excellent written and verbal communication skills.
- Demonstrates excellent interpersonal skills, such as telephone manner, communication skills, active listening, and customer care skills.
- Multi-tasks and adapts quickly to changes.
- Understanding of support tools, techniques, and how technology is used to deliver IT services.
- Exhibits technical awareness and matches resources to technical issues.
- Demonstrated ability to identify, track, and report performance measures.
- Accomplishes results through people.
- Writes system documentation and Knowledge Base appropriate articles from scratch.
- Valued Qualifications (not required) - Working knowledge of and experience with ConnectWise PSA.
- Medical, Dental, & Vision Insurance
- Life Insurance
- Additional Voluntary Life Insurance
- Paid Time Off
- Paid Holidays & Extra Floating Holiday
- 401(k) & 401(k) Matching
- Employee Assistance Program
- Flexible Spending Account
- Health Savings Account
- Short & Long Term Disability Insurance
- Accident & Critical Illness Insurance
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