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Service Manager

4 months ago

Endicott, United States TechMD Full time

This is a remote position.

At TechMD, we believe that happy employees lead to a better work environment, which in turn leads to a better experience for our customers. We’re constantly working to improve company culture, whether it’s through company-wide events or smaller, day-to-day things. We also have exciting opportunities for employees to get involved in the community, through volunteering and fundraising initiatives.

Position Overview

The primary objective of the Service Manager is to drive the service team to achieve optimal performance and efficiency through the utilization of dashboards and support. They play a key role in the development of our technical staff. They mentor/coach a team of engineers to troubleshoot and optimize their efficiency.   Service Managers have excellent problem-solving skills and thorough knowledge of systems/network administration and architecture and are constantly expanding their knowledge of best practices.  They have a well-versed technical background and have demonstrated Leadership responsibilities.   

Primary Responsibilities

  • Assists in building a culture aligned with TechMDs vision and core values.
  • Monitors dedicated dashboard to ensure Techs and Engineers are working and resolving tickets efficiently and meeting our Service Level Agreements (SLAs).
  • Conducts daily and weekly reviews with assigned Techs and Engineers to review tickets owned, queues, coaching opportunities, and discuss operational trends. 
  • Works with Senior Engineers, and Technicians as necessary to resolve escalated deficiencies in infrastructure by troubleshooting with them. 
  • Mentors/Coaches team members on technical issues as needed. 
  • Identifies and provides solutions for trends that indicate a negative impact on your team’s effectiveness or efficiency to resolve tickets. 
  • Communicates and sets expectations with end-users as needed while also being the first line of escalation for any customer related issues.   
  • Monitors assigned Technicians’ time.   Use critical thinking skills to align the team for success at moments of the expected or unexpected (PTO, Sick, etc.).
  • Works in tandem with team planned customer facing projects according to the scope of work on an as needed basis. 
  • Conducts staff performance reviews, and goal setting, providing quality feedback to coach team members up. 
  • Conducts staff interviews and contributes to the selection process. 


Requirements
  • 3+ years’ experience leading a technical support team (at least 3 direct reports).
  • Demonstrated “Critical Thinking” skillset to drive desired results.
  • Experience managing a team to meet SLA’s and achieve other operational KPI’s (CSAT, NPS, Ticket Resolution, etc.).
  • Familiarity with MSP tools and technology around ConnectWise, Datto, IT Glue.
  • Must demonstrate excellent judgement and communication skillsets.
  • Must thrive in a team environment and demonstrate effective team interaction.
  • Must have strong organizational, priority and time management skills with the ability to multi-task.


Benefits · Medical/Dental/Vision Insurance
· 401k with match
· Generous paid leave policies
· Life Insurance coverage