- Direct Service Desk tactical operations as an effective single point of technical support
- Align and perform all strategic initiatives in support of the Companys purpose/objectives.
- Has in-depth knowledge of our Service Catalog and applies to client needs.
- Maintains day-to-day service desk operations; accountable for overall adherence of defined SLAs, and all key performance indicators (KPIs) and metrics.
- Triage / Onsite / Scheduling Ownership and oversight
- Verify the dispatch process of service requests to ensure full utilization of technical resources.
- Coordinate service activities with all other functions within the organizations and suppliers to ensure optimum utilization of staff and equipment.
- Provides reporting of service metrics to Leadership Team.
- Prepares statistical and narrative reports regarding operational activities for leadership team (managed services and implementation services)
- Ensures consistent client experience through creating, training, and reinforcing new and existing processes / procedures.
- Manages Phone System Metrics, Manages Queue availability, adjusts resource scheduling as needed.
- Continually seeks opportunities to increase client satisfaction and deepen client relationships.
- Become aware of clients business and how IT relates to their business strategy and goals.
- A bachelors degree in business or a Computer Related field, from an accredited institution OR the equivalent combinations of experience and education is required.
- 5+ years in an IT Business related role working with IT Management Executives
- 2+ years working for a Managed Services Provider
- 2+ years supervising staff and prioritizing daily workflows is essential.
- Strong technical knowledge and ability to articulate technically with senior leadership.
- Ability to drive culture through people driven mentorship.
- Proficient in Microsoft Office Suite
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Technical Services Manager - Peachtree Corners, United States - Prestige Staffing
Description
Position: IT Service Manager
Location: Norcross, GA (4-5 days in office per week)
Type: Full-time
Compensation: $100,000 - $115,000 per year
The IT Service Manager will oversee a team of system specialists and service desk agents, own the operational delivery of services against defined SLAs, maximize customer satisfaction, act as a service escalation point, and proactively improve support processes.
Role and Responsibilities
Qualifications and Education Requirements:
*Must be authorized to work for any US employer*
Technical Services Manager professionals in Peachtree Corners
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Ashlee Fee
Nanny/Babysitter/Pet Sitter