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Towanda

    Service Manager - Shreveport, United States - Purple Guys

    Purple Guys
    Purple Guys Shreveport, United States

    3 weeks ago

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    Description

    **Service Manager**

    Management Shreveport, Louisiana Minimum Experience **Mid-level** Position Summary

    The Service Manager successfully manages the day-to-day operational aspects of reactive IT support for managed and non-managed clients, being remote and on-site service. The work environment is fast paced; flexibility and problem-solving skills are a necessity. The Service Manager must have excellent verbal and written communication skills, will maintain professionalism, and is adept at prioritizing and assigning work based on multiple factors. The Purple Guys is a very client-centric company, so a thorough knowledge of exceptional client service is required.

    The Service Manager is a member of The Purple Guys Shreveport Leadership Team.

    Essential Duties & Responsibilities

    Client Service

    Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner

    Perform all duties with the goal of building and maintaining long-term client/vendor relationships

    Maintain exceptional client service, understanding client satisfaction and perception

    Daily Required Functions

    Monitor and review all service requests for the team, assigning to appropriate team member based upon availability and skill-level

    Schedule remote and onsite technical support based on priority and urgency

    Communicate with clients regarding status updates, onsite visits, and scheduled work

    Ensure that service requests are being resolved in a timely manner

    Escalate service requests as needed

    Assist with emergency response as point-of-contact for clients and internal stakeholders

    Daily review of service tickets to ensure accuracy as it relates to problem descriptions, team member time entries and ticket configurations

    Communicate pertinent information to team members and Leadership

    Perform other duties as assigned

    Reporting

    Identify clients needs and report to vCIO or Vice President of Operations

    Report client concerns or complaints to Vice President of Operations/CXO

    Daily and weekly KPI reporting to Vice President of Operations

    Professional Development

    Self-paced training in technologies relevant to the team or service management skills

    Participate in leadership training and discussions as a member of the Market Leadership Team

    Administrative and Supervisory

    Lead daily huddle meetings with the Service Delivery team

    Review time entries and expense reports for all team members

    Submit time sheets and expense reports on a weekly basis, due by Saturdays at 12P

    Engage in employee reviews for Service Delivery team members, providing ongoing coaching and career path development in alignment with team members individual goals

    Participate in the hiring of technical staff, including telephone and in-person interviews

    Assist in establishing and maintaining best standard practices of the Company and ensure that all technical staff complies with same

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Maintain high levels of communication and behavioral disciplines for all technical staff

    Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients

    Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues

    Working knowledge of practical aspects of service management

    Proven track record with people management, risk management and change management

    Experience in effectively influencing and leading personnel

    Critical thinking and problem-solving skills

    Organized and detail-oriented

    Strong team player

    Location Shreveport, Louisiana Minimum Experience Mid-level

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