Service Manager

Profile

Service Manager
Department:
Service and Support
Reports to:
President
General Summary:
Digital Seattle, Inc. is a successful 17 year old technology corporation with a long history of assisting small and medium businesses. Areas of expertise include: managed services; cloud solutions; network design, installation, maintenance and support; colocation hosting, telecommunication solutions; and voice and data structured cabling.
In your role as a service manager, your primary responsibility will be to manage the activities and responsibilities of the service delivery team. As a part of this management, you will also be responsible for providing technical assistance to the team and ensuring service and support is provided to clients at agreed levels. You will report directly to the President. If you feel this is a role you'd enjoy, let's talk. We continue to develop and refine our company best practices, and you will be an important part of that process.
This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.
Position Responsibilities:
Manage the service delivery team’s daily activities as well as the dispatch process of service requests
Interface with appropriate technical personnel for client problems that cannot be resolved effectively
Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
Contribute to the continuity of computer services by providing the necessary technical leadership
Drive problem investigations and resolution as required
Design and maintain process documentation for the service delivery team
Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
Responsible for service scheduling, escalation and client satisfaction
Active role in daily management of all services calls
Ensure quality and profitable services are performed to the agreed SLA
Administration and Management of Remote Monitoring Tool (LabTech)
Administration and Management of Professional Services Automation Tool (ConnectWise)
To ensure that systems, processes and methodologies are followed according to company guidelines
To provide reports on an agreed schedule to Senior Management and clients
Identify trends and develop strategies to support these trends
Assist in the development of technical support engineers from a career perspective
To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
Knowledge, Skills, and Abilities:
Knowledge and experience in cross-functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and client 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 client orientation
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Service awareness of all organizations key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP a plus
Willing to work occasionally and/or be on call overtime, holidays, and weekends
Credentials and Experience:
Bachelors or Associates degree in computer-related field, with courses in computer science OR
Three to eight years related experience OR Equivalent combination of education and experience.
Employee Benefits:
Base Bonuses at 3-X W2 at 20%
Vacation
Health, Vision and Dental
Health club allowance
Cellular allowance On-going training opportunities
Casual business attire
Free parking
All applicants must be currently eligible to work in the US
Digital Seattle, Inc.
5501 - 4th Avenue South
Suite 205
Seattle, WA 98108
****
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Web: ****

Company info

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