• Colorado Springs IT Support
  • BBB
  • Computer Services in Colorado Springs
  • Service Request
Description: The Service Manager is responsible for managing the activities and responsibilities of the service delivery team. As a part of this management, the Service Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to clients at agreed levels.

Basic Functions:

  • Manage the service team’s daily activities.
  • Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
  • Manage the dispatch process of service requests to ensure full utilization of resources.
  • Improve usage of Support resources and increase productivity of the team.
  • Communicate with all parties in a constructive manner to guarantee client expectations are met.
  • Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary.
  • Perform client follow-up to verify final resolution and determine satisfaction level.
  • 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.
  • Understand overall service objectives, as well as the role and function of each team member.
  • Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
  • Assist the service team in design and development tasks.
  • Contribute to the continuity of services by providing the necessary leadership.
  • Drive problem investigations and resolution as required.
  • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
  • Design and maintain process documentation for the service team.
  • Manage the process of implementing change efficiently and effectively.
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices.

Additional Duties and Responsibilities:

  • Identify areas for improvement and make constructive suggestions for change.
  • Continually seek opportunities to increase client satisfaction and deepen client relationships.
  • Escalate service issues to the CAM as required.
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
  • Communicate escalated issues to clients: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
  • Maintain specific knowledge of the client and how our service relates to their business strategy and goals.
  • Develop in-depth knowledge of the service catalog and how it relates to client’s needs.
  • Involvement in the design and building of new services.
  • Conduct performance evaluations and mentor those with less experience.
  • Develop training programs to develop and refine the skills of the service team.
  • Facilitate regular service team meetings and service board reviews.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Review and approve the service team’s time and expense sheets in ConnectWise.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as activities, service tickets, or project tickets in ConnectWise.
  • Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
  • Knowledge and experience in cross-functional management methods and techniques.
  • Knowledge of industry 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.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
  • Ability to multi-task and adapt to changes quickly.
  • Ability to work in a team and communicate effectively.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS, preferably in computer science, business administration or a related field.
  • MBA/MS preferred but not required.
  • 10 years of IT or related experience.
  • 5 years of management experience.

Benefits:

  • Competitive salary based on experience and qualifications.
  • Health, vision, and dental benefits included.
  • Performance based incentives.
  • Generous bonus levels.
  • Full on the job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.

Who We Are:

  • Relationship focused, team centric, award winning culture
  • Reputation for service excellence
  • Earn trust by always being above reproach and seeking the win/win in every situation
  • Take what we do seriously, but not necessarily ourselves
  • Located in Colorado Springs – close enough to the mountains to hike or ski and close enough to Denver to catch a game or a show on the weekends
  • Small company comprised of people from a variety of traditions and backgrounds
  • Focus on growing the company through diverse, talented, and well-rounded hires
  • The desire to establish relationships with and serve clients, not just make money from them
  • Personal interest in cybersecurity, compliance, risk, ethics, and their relationship to technology
  • Each of us has outside interests, hobbies, and activities that form who we are

Who You Are:

  • Driven to continually master your craft through ongoing learning and certifications
  • Confident to bring fresh ideas and work cross-departmentally
  • Problem solve without needing micromanagement
  • The desire to establish relationships with teammates and clients
  • Ready to work hard with a small company but also understand the balance needed in life
  • Outside interests, hobbies, and activities – work isn’t everything
  • Be okay with saying “I don’t know, I’ll ask”
  • Know your own deficiencies and ask for help
  • Personal interest in cybersecurity and technology

We offer a generous PTO allowance, medical, dental, vision and 401(k) plan.  If this sounds like you and a team you’d like to be a part of, please apply immediately.

We expect to have this position filled within 30 days.