IT Service Manager

1 month ago


Downers Grove, Illinois, United States Aqueity Full time
Job Summary:

Aqueity is seeking a skilled IT Service Manager to direct the day-to-day operations of our service desk support team. The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.

Key Responsibilities:

Manage the help desk team, monitor and evaluate performance, and provide coaching and training as needed
Maintain customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
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 of client satisfaction
Set specific customer service standards and hold team accountable to those standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team's productivity
Provide customer feedback to the appropriate internal teams, including project team
Collaborate with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
Document and track all required information supporting accurate ticket reporting
Resolve service requests and escalate service requests to other resources as needed
Communicate with customers as required including updates on incident progress and notification of impending changes or agreed outages
Display ability to patiently walk user through steps needed to address an issue
Create documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
Handle difficult situations calmly and with confidence
Display empathy for our technology users and their day-to-day challenges
Maintain good organization and follows each user service issue through to completion

Requirements:

B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience
2+ years' experience in tech support or customer service role, or related discipline
Proven work experience as a Help Desk Manager strongly preferred
IT MSP or IT consulting services experience required
Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients
Team management skills, with ability to maintain a positive and encouraging environment for all team members
Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams
Problem solving attitude with 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 ability to give instructions to 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 preferred
Technical diagnostic skills with 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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