Department: Service and Support
Reports to: Operations Manager
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 Tier 3 technical assistance to the team and ensuring service and support is provided to clients at agreed levels. The Service Manager reports to the Operations Manager. 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.
Experience with ITIL and Sea-Level Operations methodology for Helpdesk and Service Desk management a huge plus.
Knowledge, Skills, and Abilities:
Credentials and Experience:
Bachelors or Associates degree in computer-related field, with courses in computer science OR
Three to eight years related experience OR Equivalent combination of education and experience.
Pay: Base + based on P&L. If an engineer also part of incentive plan for technical staff.