IT Service Manager - Missoula, United States - Granite Technology Solutions

Description

Our Company is Thriving

Join a company that genuinely values its people

Granite Technology Solutions, headquartered in Montana, boasts locations in Bozeman, Missoula, Kalispell, and Helena. Established in 2003, we proudly employ over forty individuals and serve an extensive customer base of approximately 1200 businesses across Montana and its surrounding areas. As a full-service technology company, we specialize in information technology systems and networks, low-voltage structured cabling and fiber optics, phone systems, surveillance camera systems, and door access systems. Currently, we are seeking a Services Manager to lead our Voice and IT teams, driving our company's growth and enhancing our customer service capabilities.

Our Ideal Candidate

The role of a Service Manager is pivotal in overseeing all aspects of technical support provided by our IT and Phone System departments. The primary focus is on elevating customer satisfaction and maintaining operational excellence. The ideal candidate will possess a robust proficiency in customer service principles and practices, coupled with exceptional knowledge of technology, networks, and VoIP phone systems.

Essential Duties:

Customer Service Leadership:

• Demonstrate and instill exemplary customer service practices, emphasizing the importance of embodying Granite's values and brand identity in every interaction.
• Coach team members on effective communication and problem-solving techniques to enhance customer experience.
• Promote a culture of care and empathy, ensuring customers feel valued and supported throughout their interactions with Granite.
• When handling customer issues, prioritize personalized engagement with customers to acknowledge their concerns and demonstrate a commitment to resolving issues promptly and effectively.
• Proactively engage with customers in escalated situations to build trust, address concerns, and identify opportunities for organizational learning and growth.
• Conduct follow-up communication with customers post-resolution to ensure satisfaction and identify areas for further improvement.
• Take proactive steps to address customer complaints and dissatisfaction, including direct engagement with customers to understand their concerns and facilitate resolution.
• Use escalated issues as opportunities for coaching and learning to improve future service delivery and customer satisfaction.
• Collaborate with cross-functional teams to address root causes of recurring issues and implement preventative measures.
• Establish and communicate clear expectations for customer interactions, including SLA requirements for ticket response times.

Service and Project Ticket Management:

• Conduct daily review and observation of tickets on ticket boards, ensuring timely responses, monitoring re-open rates, assessing customer satisfaction, reviewing tech notes, tracking status updates, and optimizing technician utilization.
• Adjust priorities between service desk and project tickets as needed to meet operational goals.
• Provide spot checks for response times and re-open rates, ensuring adherence to service level agreements (SLAs).
• Monitor customer satisfaction metrics and feedback to identify areas for improvement.
• Maintain comprehensive documentation for all services and products offered, including detailed procedures for customer onboarding/offboarding.

Technical Support:

• Serve as a resource for all team members, providing guidance and expertise to address technical inquiries.
• Offer technical assistance to resolve complex issues and escalations, ensuring timely and effective resolutions.
• Serve as a liaison between technical and non-technical stakeholders to translate complex technical concepts into actionable insights.
• Serve as a technology leader within the organization, staying abreast of industry trends and advancements.
• Collaborate with Ownership, Technical Sales Engineer, department leads and other managers to make informed technology decisions that align with organizational goals.
• Provide guidance and training to staff members on the effective use of technology tools and resources.
• Collaborate, Develop, and implement strategies to enhance data security and privacy measures.
• Participate in the evaluation and selection of new technology solutions to meet the organization's needs.
• Ensure compliance with relevant regulations and standards in all technology-related activities.
• Continuously assess and improve technology processes to increase efficiency and effectiveness.
• Act as a liaison between technical and non-technical staff, translating complex concepts into understandable terms.

Team Management:

• KPI's (Key performance Indicators): Service Manager will be responsible for tracking and analyzing performance and effectiveness of the IT and voice departments.
• Cross Training departments: Address plans for succession or continuity in the role, including training / cross training between IT, voice and cabling.
• Conduct routine performance reviews with individual technicians to provide feedback and support their professional development.
• Foster a collaborative team environment through regular in-person meetings and engagement activities.
• Encourage open communication and collaboration among team members to share best practices and lessons learned.
• Enforce adherence to established procedures for customer onboarding/offboarding and product training to maintain consistency and quality of service delivery.
• Ensure technicians understand and comply with SLA requirements and escalation protocols for both service tickets and project rollouts.
• Regularly review and update procedures to reflect evolving business needs and industry standards.
• Provide regular updates to the project team on current and upcoming projects, fostering collaboration and shared understanding of project goals.
• Ensure all technicians possess comprehensive knowledge of Granite's products and services, as well as proficiency in the rollout procedures for each offering.
• Provide ongoing training and resources to keep technicians updated on new products, services, and industry trends.
• Provide ongoing coaching and development opportunities for team members, focusing on enhancing technical skills, process knowledge, and customer service proficiency.
• Monitor team performance to ensure consistent adherence to established processes and procedures, identifying areas for improvement and implementing corrective actions as needed.
• Encourage innovation and creativity in problem-solving, empowering team members to propose and implement process improvements and efficiency gains.
• Foster a collaborative partnership between Account Executives, Project Coordinators, and service teams to ensure seamless customer support and satisfaction.
• Cultivate a culture of approachability and empowerment among all staff members, encouraging proactive problem-solving and continuous improvement initiatives.

Other Duties:

• Performs other IT and Voice related tasks and projects as requested by management.

Knowledge, Skills, and Abilities:

• Must be able to travel routinely to all customers, Granite office locations, and throughout Montana.
• Must be able to achieve outstanding customer satisfaction.
• Must have effective interpersonal and communication skills.
• Must have above average technical skills and knowledge in computing and network systems.
• Must be self-motivated and possess a strong work ethic.
• Must be dependable, reliable and exhibit a calm, professional demeanor.
• Must have strong organization skills.
• Must be able to work under pressure and deadlines.

Experience/Education:

• Minimum of a Bachelor's degree in related technical field or prior equivalent experience approved by management required.
• Minimum of five years directly related IT experience required.

Physical Environment:

• Work is routinely performed offsite in various client locations; a valid driver's license and clean driving record is required.
• Work involves bending, crawling, and maneuvering in tight spaces on a regular basis.
• Work may be performed both inside and outdoors.
• Work involves lifting and carrying 40 pounds on a regular basis.
• Work involves lifting, carrying and climbing a six-foot ladder.
• Position may require taking scheduled on call support routine.

Compensation Package

• $60,000 - $75,000 per year. Plus, bonus
• Paid Maternity and Paternity leave
• Room for promotion and growth within the company
• Full benefit package – medical, dental & vision
• Company matched retirement plans
• PTO, paid holidays, and Adventure Days (aka Floating Holidays)
• Flexible work/life balance