Senior Staff Engineer

2 hours ago

Wilmington, Massachusetts, United States NPAworldwide Full time

Why a Great Opportunity

The company has over 100 clients that are on the Inc 5000, representing the fastest growing companies in America.

They've also won the CEOReport Corporate Culture Award and the SmartCEO Future 50 Award.

Core Values

  • THEY ARE OBSESSED WITH THE CUSTOMER EXPERIENCE
  • THEY DO THE RIGHT THING
  • THEY ARE PROFESSIONAL
  • THEY KEEP CHARGING FORWARD
  • THEY WORK TOGETHER AND SUPPORT EACH OTHER

Job Description
General Summary:

The Service manager's primary responsibility is to manage the activities and responsibilities of the service delivery team. As a part of this management, they will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the CTO. The Service Manager develops and refines our company best practices.

This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. Accurate and timely tracking of client work, service calls, and related documentation including timesheets is required.

Position Responsibilities

  • Manage the service delivery team's daily activities as well as the dispatch process of service requests
  • Interface with appropriate technical personnel for client problems that cannot be resolved effectively
  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
  • Contribute to the continuity of computer services by providing the necessary technical leadership
  • Drive problem investigations and resolution as required
  • Design and maintain process documentation for the service delivery team
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
  • Responsible for service scheduling, escalation and client satisfaction
  • Active role in daily management of all services calls
  • Ensure quality and profitable services are performed to the agreed SLA
  • Administration and Management of Remote Monitoring Tool (ConnectWise Control)
  • Administration and Management of Professional Services Automation Tool (ConnectWise)
  • To ensure that systems, processes and methodologies are followed according to company guidelines
  • To provide reports on an agreed schedule to Senior Management and clients
  • Identify trends and develop strategies to support these trends
  • Assist in the development of technical support engineers from a career perspective
  • To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

Qualifications

  • 5+ Years experience with a similar size/type of business (Managed IT for Small Businesses/MSP)
  • Experience with tools such as ConnectWise Manage, ConnectWise Control, Smileback, Liongard, IT Glue and more
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and client service skills
  • Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong client orientation
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organizations key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Willing to work occasionally and/or be on call overtime, holidays, and weekends

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