IT Service Manager
4 weeks ago
Aqueity is seeking a skilled IT Service Manager to lead our technical support team. The ideal candidate will direct the day-to-day operations of the service desk support team, ensuring excellent customer service and resolving technical issues.
Key Responsibilities- Manage the help desk team, monitor performance, and provide coaching and training as needed
- Maintain customer relationships, ensuring timely and accurate customer service
- Provide onboarding, training, and development for IT support technicians
- Manage team schedules, ensuring proper coverage for optimal customer support
- Audit ticket documentation, completion, and other service-related metrics
- Ensure quality technical support and high-level client satisfaction
- Set customer service standards and hold the team accountable
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly, and monthly reports on the help desk team's productivity
- Provide customer feedback to internal teams
- Collaborate with internal groups to maintain and improve communication, processes, and cross-functional teamwork
- Document and track required information for accurate ticket reporting
- Resolve service requests and escalate to other resources as needed
- Communicate with customers on incident progress and impending changes or agreed outages
- Display patience when walking users through steps to address an issue
- Create documentation of support processes and client-specific requirements for recurring issues
- Handle difficult situations calmly and with confidence
- Display empathy for technology users and their day-to-day challenges
- Maintain good organization and follow each user service issue through to completion
- B.S. degree in Computer Science, Information Technology, or a relevant field, or an equivalent combination of education and experience
- 2+ years' experience in tech support or customer service, or a related discipline
- Proven work experience as a Help Desk Manager is strongly preferred
- IT MSP or IT consulting services experience is required
- Proven experience managing and maintaining client relationships and resolving escalated technical issues
- Team management skills, with the ability to maintain a positive and encouraging environment for all team members
- Proven ability and success in promoting a positive and cohesive team atmosphere with cross-functional teams
- Problem-solving attitude with the ability to motivate the team to achieve specific goals
- Ability to multi-task and adapt to changes quickly while managing competing priorities
- Solid technical background with the ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Experience with ticketing systems, network monitoring, and other tech support-related tools is preferred
- Technical diagnostic skills with the ability to appropriately match resources to technical issues
- Advanced understanding of operating systems, business applications, printing, and network systems
- Self-motivated with the ability to work and thrive in a fast-paced environment
$80-110k
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