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Team Service Manager

Accent Computer Solutions, Inc

Team Service Manager

Rancho Cucamonga, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Do you thrive in creating and being part of a high performing team? Do team members love to follow your lead? Do you love technology and creating positive environments? This may be the career for you!

    SUMMARY:

    This position is the Manager of an integrated team of System Engineers, Administrators and Technicians (4 – 8 Direct Reports). THE MOST IMPORTANT OVERARCHING OBJECTIVE OF THIS POSITION IS TO MAINTAIN A COHESIVE TEAM THAT IS EFFECTIVE, EFFICIENT, AND SUCCESSFUL IN AREAS OF CUSTOMER SERVICE, REACTIVE SUPPORT, RESOURCE OPTIMIZATION, PROACTIVE APPLICATION OF STANDARDS AND BEST PRACTICES, AND SOLUTION DRIVING. BELIEVING IN THE “FAST, FRIENDLY, FRUSTRATION FREE” MISSION IS CRITICAL. This is a managerial position that requires technical knowledge. Communicating effectively with business executives in critical situations is required and can be frequent. Having a “Can Do Attitude” is essential.

     

    THE TEAM SERVICE MANAGER WILL MAINTAIN A CONSISTENT SCHEDULE TO PROVIDE THE FOLLOWING SERVICES:

    • Provide daily metric reporting on the Morning team update

    • Direct Escalations to the most efficient path of resolution with the right resources

    • Review processes and procedures to improve CLIENT results

    • Provide training and mentoring to team members

    • Provide recommendations to improve Service Team processes and procedures

    • Sets the tone for the day with a morning update delivered daily

    • Supervises the team in the Weekly Team L10 Meeting

    • Works with other Team Supervisors to develop best practices

    • Perform basic H/R functions (Lead, Manage, Accountability, time off approval, time card review,etc)

    • Perform quarterly conversations and annual performance reviews

    • Presents results to the company in ALL HANDS meeting as needed

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    One of the primary objectives for this position is to be the mentor for your team. This will require effective management and leadership to maintain morale and adherence to Team Accent CORE VALUES. Mentoring will include training on the ACSI monitoring/remote support tools, PSA tool training, ACSI standard product training, and client communication training.

    The Team Service Manager will be responsible to make sure that communication is optimized between their service team and other service teams, departments, and clients.

    The Team Service Manager will also be responsible to abide by and enforce all ACSI standard operating procedures. The Team Service Manager will also be responsible for analyzing tools to improve the performance and efficiency of the Team.

     

    CURRENT TOOLS INCLUDE:

    ConnectWise

    N-Able (N-Central, Report Manager, Hosted AV, Patch Management, Direct Connect, Etc.)

    StorageCraft (Protech Managed Backup, Protech Backup)

    SharePoint

    WatchGuard Management Server and Dimension

    Auvik

    Image Server

    Rapid Fire Tools (Network Detective, Exchange Tool)

    Open DNS

    Xirrus

     

    Documentation in the company “Run Book” is essential. All procedures must be kept current and documented in the Run Book.

    The Team Service Manager will discuss support metrics (open/closed tickets for previous day, current client-initiated ticket count, customer satisfaction percentage), challenges (Stucks), at risk clients (CARs) and other team issues.

     

    QUALIFICATIONS AND REQUIREMENTS:

    EDUCATION AND SOFT SKILLS

    • B.S. in Computer Science preferred

    • Excellent oral and written communication skills

    • Good analytic and problem solving skills

    • Ability to work independently with minimal supervision

    • Ability to work successfully with an integrated support team

     

    PREFERRED TECHNICAL CERTIFICATIONS

    • ITIL Foundation Cert

    • ITIL Intermediate Cert

    • VMware Technical Sales Professional

    • Auvik Certified Professional

    • StorageCraft Specialist Cert

    • Barracuda Email and Web Cert

     

    TRAINING TO BE PROVIDED:

    • Skill Path – Excelling as a Manager or Supervisor

    • Monthly Supervisor Training / Updates

    Company Description

    Accent Computer Solutions, Inc provides fast, friendly, frustration-free managed IT services, cyber security services, IT support, and consulting to Southern California-based businesses. The company is headquartered in Rancho Cucamonga, CA with 70 employees strategically located throughout San Bernardino, Riverside, Los Angeles, and Orange counties, as well as in Arizona, Oregon, and Texas. Accent Computer Solutions is financially stable and has been in business for over 30 years. Visit www.AccentOnIT.com for more information.