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IT Service Manager – Las Vegas, NV

Connect Staffing and Consulting

IT Service Manager – Las Vegas, NV

Las Vegas, NV
Full Time
Paid
  • Responsibilities

    IT Service Manager – Las Vegas, NV

    The core job of the IT Services Manager is to ensure that our Managed Services and Professional Services teams are operating at peak efficiency and servicing our clients to the best of our ability.

    GENERAL SUMMARY:

    Responsible for delivering quality and timely service to our clients. The IT Services Manager’s core responsibility is to ensure that the service delivered through their direct reports is in line with stated client expectations. Worked is performed onsite.

    This position has the responsibility and privilege of supervising:

    • Help Desk Supervisor
    • Professional Services Manager
    • Internal IT
    • NOC Manager

    QUALIFICATIONS:

    • General computer hardware and software troubleshooting; helpdesk / call center operations, KPIs, and processes.
    • People leadership, schedule management, and performance management.
    • IT Managed Services experience a plus. Strong organizational, presentation, and customer 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 customer orientation.
    • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer 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.
    • Typing skills to ensure quick and accurate entry of service request details.
    • Self-motivated with the ability to work in a fast-moving environment.

    IT Services Manager Daily Roles and Responsibilities:

    • Focus on making every work hour a profitable hour for the company.
    • Follow all company standards and procedures as currently documented.
    • Track all work billable or not for the entire technical team.
    • Provide an excellent example of customer service on all levels for the company.
    • Mentor Technicians on any aspect of their position.
    • Work Service Requests as assigned according to the company workflow procedures.
    • Provide clients with one-to-one or one-to-many customer service as needed.
    • Ensure tech time entries are being kept up to date in real time.
    • Ensure the Service Request (SR) backlog is being managed to company standards.

    Essential Duties and Responsibilities:

    LMA: 50%

    • Manage team members through daily coaching, 1-on- 1 meetings, and performance review process.
    • Work with HR to address any employee related concerns/reviews/1-on-1s for HR compliance guidelines and training and development.
    • Develop and implement new IT Services policies and procedures to increase productivity and efficiency of service delivery.
    • Ensure team members are working collaboratively with all teams.

    Service Delivery Management: 30%

    • Ensure that resources are allocated appropriately between the Managed Services, Professional Services, and Internal IT Teams.
    • Work with Client Success Management Team and Technical Account Managers to ensure Strategic Business Reviews are being delivered regularly and on time. Ensure Professional Services delivery efficiency and profitability.
    • Ensure Managed Services delivery efficiency and profitability.
    • Work with the CSM team and Sales Team to ensure client utilization and profitability.

    Escalation: 10%

    • Ensure that escalations within the service team happen appropriately through the technical escalation process.
    • Act as an escalation point and/or facilitator to solve complex technical issues.
    • Work with clients on sensitive issues as required.

    Service Efficiency: 10%

    • Work with Service Teams to identify areas to improve efficiency with clients. This includes identifying and prioritizing documentation, automation, and training opportunities.
    • Help Service Teams with training opportunities, and direction for solving issues as efficient as possible using automation, documentation, cross-training, and other efforts.

    Other

    • Secure time for self-improvement, soft skills, leadership (training, etc.)
    • Other administrative work / duties as needed
    • Recommend training programs to develop and refine the soft skills of the Technical Services team to create a better customer experience.
    • Contribute to weekly huddles to increase the customer service experience.
    • Document internal processes and procedures related to duties and responsibilities.