Job Description

The Service Manager is a critical leader overseeing the day-to-day operations of Optimized IT's Service Department. This role ensures service delivery excellence by managing service-related procedures, prioritizing and resolving client help requests, and overseeing dispatching duties. Reporting to the Director of Service and collaborating closely with the Project Manager, the Service Manager drives team performance, optimizes results, and supports professional growth within the team.

Functions/Responsibilities:

• Service Management
  • Utilize the PSA/Ticketing System to efficiently manage and monitor all client-facing activities.
  • Ensure compliance with Service Level Agreement (SLA) targets and maintain high client satisfaction levels.
  • Track and analyze service request trends, generating actionable reports and proposals.
• Team Leadership:
  • Identify and recommend training programs to enhance team skills and capabilities.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Process Improvement:
  • Oversee the development and implementation of Standard Operating Procedures (SOPs) to adapt to internal or client environment changes.
  • Lead initiatives to improve key performance indicators (KPIs) and performance metrics.
  • Drive alignment of team performance with company core values and strategic goals.
• Client and Performance Focus:
  • Maintain accountability for KPIs related to client satisfaction, team efficiency, agreement gross margins, and more.
  • Serve as a point of escalation for complex service issues, ensuring timely resolution.

Desired Competencies and Skills:

• Strong relationship and performance management skills.
• Exceptional customer service orientation and a passion for delivering a superior client experience.
• Effective leadership abilities with experience managing IT service teams.
• Attention to detail and accuracy in task execution and communication.
• Proficiency in time management, multitasking, and prioritization.
• Excellent communication skills, capable of translating between technical and non-technical audiences.
• High motivation, adaptability, and a proactive, solution-oriented mindset.
• Medium to advanced IT literacy, with proficiency in relevant tools and software.
• Strategic thinking and resource planning capabilities.

Physical Requirements:

• Regularly required to stand, walk, and sit; perform manual tasks involving hands and arms; and stoop, kneel, crouch, or crawl.
• Occasional lifting and/or moving of up to 10 pounds.
• Requires specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Optimized IT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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