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

Apply Now








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