Reports to: Operations Manager
VTC Tech is a Managed Services Provider. By utilizing key partnerships, we combine skills, experience, and knowledge to provide our services nationwide. With 26 years in operation, we have a robust service offering including Managed IT Services, Remote IT Support, Cybersecurity Services, IT Consulting Services, Cloud Services, Business Continuity, and VoIP Services, just to name a few.
We are looking for a detail-oriented Service Manager who shares our passion for technology and customer service. The Service Manager will own the operational delivery of service against SLAs, maximize client satisfaction, and proactively improve the service delivery process.
Qualified candidates will have a strong technical foundation with a minimum of 5 years of IT services management experience. Preference is given to candidates with prior MSP experience. Candidates should have a strong working knowledge of MSP industry standards and practices, including how to effectively manage technical resources, identify service delivery issues, and analyze the day-to-day support requirements and trends.
Primary areas of responsibility:
· Management of all service boards in ConnectWise
· Technical Resource management
· Identifying and assisting with ticket escalations
· Acting as the client’s single point of contact when critical situations requiring escalations arise
· Following up on CSAT feedback with clients, ensuring they are achieving the highest level of service and satisfaction
· Service Level Agreement (SLA) management
· Timecard review and approval
· Documenting internal processes and procedures related to Service Management duties and responsibilities
· Leading and participating in weekly meetings
· Mentoring, developing, and training Service Team staff, providing them with the tools and resources to perform well
· Delivering employee performance feedback through periodic formal and informal reviews
· Ensuring all technical resources comply with VTC Tech’s policies and procedures
· Suggesting service improvement activities such as evaluating and streamlining operational support procedures and optimizing and automating service delivery processes
Qualified applicants should have 4 years of experience with these technologies:
· ConnectWise PSA ticketing software
· IT Glue
· Windows Server OS (all versions)
· Hyper-V / VMWare
· Microsoft 365 and Azure
· Backup administration and disaster recovery solutions (VEEAM and Quest)
· Remote Desktop Services
· LAN and WAN networking including VPNs, subnetting, VLANs, and routing
· Active Directory, DHCP, DNS, Group Policy, and NAT
Additional Qualifications:
• Education and/or Experience: Bachelor’s degree; or 5 years related experience and/or training; or equivalent combination of education and experience. Must have experience and ability to direct service team staff to reach Service Level Agreements and be effective in holding them accountable for results. Must set an example for organizational values in daily practice.
• Language Skills: Ability to reach and interpret documents both electronic and printed such as service tickets, manuals, procedures, and policy manuals. Ability to write clear correspondence in email and document format. Ability to speak clearly with clients over the phone as well as with VTC Tech staff.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar and pie graphs.
• Reasoning Ability: Ability to make decisions quickly and under pressure. Ability to motivate team members to reach goals. Ability to assist team members in solving complex problems.
Key Competencies:
• Interpersonal skills: Effectively solves conflict; maintains confidentiality; focus on client service and client satisfaction; fosters team environment; listens to others without interrupting; keeps emotions under control; sense of urgency regarding job responsibilities and time management.
• Use of Technology: Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up-to-date.
• Problem Solving: Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Communications: Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods; conducts communication with polite manners and business etiquette
• Analytical: Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.
• Ethics: Treats teammates with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds VTC Tech’s values.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
• Dependability: Takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan.
Physical Demand:
· Sitting for extended periods of time
· Repetitive motions
VTC Tech offers a competitive salary, employee health and dental benefits, and paid time off.
Applicants may be subject to a background check.
Job Type: Full-time position
Location: Remote / Hybrid (possible onsite client visits
Benefits:
· Dental insurance
· Health insurance
· Paid time off
· Vision insurance
Please include a brief cover letter about yourself and why you are the right person to join the VTC Tech team as a Service Manager. We can’t wait to hear from you!
