Service Manager

Service Manager

The Service Manager is directly responsible for the Directive service department. In this position, the Service Manager drives client satisfaction and team efficiency by ensuring all business metrics are addressed appropriately. This is achieved by hosting ongoing meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the professional services team's skill sets.

The Service Manager will work closely with the management and sales to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Service Manager will work closely with the management team to ensure all business goals are being met.

Duties to include but not limited to:

• Ensure exceptional client satisfaction is consistently delivered and maintained

• Assist the Lead with the implementation of overall Technical Service strategies, objectives and metrics while focusing on improving efficiency and automation.

• Drive the highest levels of performance from each team member through coaching, training, mentoring, and performance metrics.

• Serve as the escalation point for technical support issues.

• Improve the process for management reporting of key technical support metrics and implement a targeted training development program for all technical services team members.

• Ensure all policies and procedures are consistently followed and updated as necessary

• Host daily team meetings to review, reprioritize and reassign service requests

• Work closely with the project manager on the handoff of projects to the support team

• Participate in weekly service/project meetings and as needed

• Ensure the team responds to after-hours calls and emergencies quickly and efficiently

• Assist and report to management with projects

• Perform basic tasks such as getting service vehicles serviced and managing other tasks for the property and management.

Qualifications:

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.

• Ability to improve service delivery and participate in improving project offerings.

• Assist in hiring and staffing decisions within the service department.

• The ability to routinely multitask in a fast-paced environment.

• Maintain basic knowledge of key products and services including Microsoft Operating Systems, Office applications, network routing, anti-virus solutions, and other key technology offerings

• Effectively prioritize service requests, escalations along with other duties and tasks on a daily basis

• Ability to hold the team accountable to the key business metrics

Key Competencies

• Strong customer relationship skills.

• Excellent written and verbal communication skills

• Organization and planning

• Problem analysis and problem-solving

• Team-leadership

• Formal presentation and speaking skills

• Persuasiveness and ability to adapt

• High-stress tolerance

• Excels in team collaboration and efficiency

• Driven, dedicated contributor that expects high-quality results from him/herself and the team he/she leads

• Strong critical thinking and analysis skills

• Ability to collaborate, establish and maintain credible and influential relationships at all levels.