IT Service Manager

2 days ago

Eugene, Oregon, United States StepUP IT Services, LLC Full time
StepUP IT Services, LLC - A World Class IT Partner

We are seeking a highly skilled IT Service Manager to join our team at StepUP IT Services, LLC. As a key member of our organization, you will play a crucial role in delivering exceptional IT services to our clients.

About the Role

This is a full-time position based at our headquarters in Eugene, OR. You will be responsible for maintaining and developing company standards and best practices, working proactively to align clients with industry standards. As a contributing member of the Technology Alignment Process (TAP) Team, you will assist clients with their IT strategic roadmapping.

Key Responsibilities
  • Understand StepUP Technology Alignment objectives, as well as the role and function of other technical team members.
  • Act as the main point of contact both to the client within our organization and within our organization to the client.
  • Attend all TAP team meetings to collaborate and work on improving the customer TAP experience.
  • Conduct and/or attend regular client tactical meetings with the TAMs as needed to keep clients updated on status.
  • Attend bi-weekly TAP Team strategy meetings as a functioning member of the TAP team.
  • Perform at least one unique client touch per client per month.
  • Develop and maintain working knowledge of assigned customers' environments and IT challenges.
  • Keep client account information up-to-date including agreements, key contacts, and sales documents.
  • Identify customer technical risk and collaborate with internal teams appropriately.
  • Become a valued member of the Standards and Alignment Committee to continue to develop and refine our standards.
  • Maintain training and proficiency in StepUP's myITprocess/TruMethods processes and procedures
  • Maintain a weekly vCIO playbook documenting your activities for the week.
  • Develop business acumen with key contacts at client sites.
  • Advise and train clients on how to use the Support Desk team outside of the proactive TAP process.
  • Maintain high positive client and user satisfaction and relationships and client feedback ratings.
  • Keep up to date with relevant IT developments and telecommunication systems, hardware, and software applications within the industry.
  • Implement, participate, and promote Quality Assurance (QA) objectives, processes, and procedures of the Company.
  • Aid in the training, mentoring and development of other vCIO staff, as assigned.
  • Manage and/or generate any escalated service issues and ensure their resolution.
  • Perform other appropriate duties and responsibilities as assigned by the Sales Manager or TAP team Leader.
  • Adopt continuous learning and improvement processes in all aspects of the position.
Requirements
  • Strong written and verbal communication
  • Strong interpersonal skills
  • Excellent organizational, project management, coordination, and prioritization skills
  • Strong problem-solving and self-guided learning skills
  • Show initiative when undertaking tasks and good self-task management
  • Committed to undertaking duties efficiently, with a strong attention to detail
  • Able to work well both within the TAP team environment and independently
  • High degree of confidentiality
  • High degree of punctuality
  • Ability to take, interpret, and follow instructions
  • Customer service orientated
  • Ability to work with staff at all levels within the company and work in accordance with company policies and procedures
  • A reliable personal vehicle, valid driver's license, car insurance and a satisfactory driving record
  • Success in previous account manager for business to business relationships
Compensation and Benefits
  • Estimated annual salary: $65,000-$75,000 depending on experience
  • Paid time off
  • Recurring performance and salary reviews
  • Healthcare Reimbursement
  • 401k match
  • Telemedicine plan
  • Mileage and expense reimbursement
  • Company sponsored Employee Engagement program

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