IT Service Manager

4 weeks ago


Downers Grove, Illinois, United States Aqueity Full time
Job Overview

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
Requirements
  • 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
Salary Range

$80-110k


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