IT Service Manager

4 days ago

Tampa, Florida, United States CI0 Tech Full time
About CI0 Tech
CIO Tech is a leading provider of innovative technology solutions, dedicated to delivering exceptional support services to our clients. We are currently seeking an experienced IT Service Manager to join our team and lead our help desk operations.

Job Description
The IT Service Manager will be responsible for managing and motivating a team of 12 level 1-2 service desk engineers who receive assigned incident tickets, phone calls, emails, and other communications from customers requesting technical support for desktop, laptop, peripheral, and IT-related issues. The successful candidate will have a strong background in IT service management, customer service excellence, and team development.

Main Responsibilities:
  • Manage and motivate a team of 12 level 1-2 service desk engineers.
  • Supervise the day-to-day operations of the help desk, setting and enforcing specific customer service standards while balancing strategic process improvements.
  • Identify, research, and resolve complex technical problems.
  • Create and manage escalation procedures, ensuring service levels are maintained.
  • Document, track, and monitor problems to ensure timely resolution.
  • Ensure that all support requests are well-documented in the IT ticketing system, from the creation of the ticket to the successful resolution.
  • Manage and improve the IT knowledge base system.
  • Schedule help desk coverage during normal business hours and for on-call support as required.
  • Work with IT support team resources to ensure processes are created and followed to inform, track, and support customers.
  • Communicate regularly with internal customers, team members, and management regarding all aspects of help desk operations and ongoing technical issues.
  • Provide IT support to internal customers as needed.
  • Create and manage reports for upper-level management on all aspects of IT technical management, including SLA compliance and team performance metrics.
  • Monitor and manage support solutions and problem management provided by the team to ensure efficiency, accuracy, and completeness.

Requirements:
  • At least three (3) years of experience managing IT Service/Help Desk operations supporting at least 500 endpoints.
  • Proven experience in hiring, developing, and, when necessary, terminating employees while ensuring a fair and professional process.
  • Strong initiative, organizational skills, attention to detail, sound business judgment, and excellent written and verbal communication skills.
  • Experience with networks, endpoint protection, patch management, and computer hardware.
  • Proven ability to motivate, develop, and direct team members effectively.
  • Experience working in a fast-paced, cross-functional, and multi-team environment.
  • Ability to work independently, receiving direction and producing results in a timely manner with minimal oversight.
  • Prioritizes tasks to meet deadlines while producing high-quality results.
  • Excellent communication skills, both written and verbal, with users, customers, and other IT personnel.
  • ITIL Foundation Certification is a plus.
  • Knowledge of project management is a plus.
  • MSP experience is preferred.
  • Experience with a help desk ticketing system is required; knowledge of ConnectWise and Automate is a plus.

Salary Range: $80,000 - $110,000 per year, depending on experience.

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