Service Manager
Complete Technology Services is looking for a Service Manager to join our team!
Complete Technology Services (CTS) is a managed service provider supporting the technology needs of businesses around the Midwest.
The Service Manager position plays a fundamental role in achieving our customer satisfaction goals and maintaining our Service Level Agreements (SLA) all while achieving our target financial matrix. The person in this role will manage a team of 6-8 technicians and be responsible for coordination and communication to clients on service tickets and projects.
Position Overview
- Recruiting, interviewing and hiring new technicians
- Onboarding, training and evaluating staff
- Disciplinary or termination action of service personnel
- Staff meetings and training
- Evaluate and prioritize IT response to ensure SLAare being met
- Work with clients to ensure client satisfaction and resolve issues
- Coordinate and resolve escalation requests of unresolved or emergency support issues
- Approve time and expenses for service personnel
- Oversee projects and installations
- Develop and implement procedures within the department to help maintain SLA and financial goals
- Attend and prepare material for monthly financial meeting
- Ensure profitability on projects
- Manage and ensure agreement gross profitability
- Manage and ensure certain financial matrix of the service department
Qualifications
- Ability to work in a team environment
- Ability to communicate efficiently
- Strong creative thinking skills
- Self-motivated to get the job done
- Ability to understand and maintain a budget
- Ability to problem solve issues while developing and implementing solutions
Experience
- Bachelor’s degree
- An above average knowledge of IT Support
- 2 years management experience
- 2 years P&L responsibility
Salary and benefits
- $65,000-$80,000
- Health, Dental, Vision, Life and Short-Term Disability
- Fully vested 401K with CTS matching 100% of your first 4% contributed