MUST LIVE IN PROXIMITY TO Schaumburg, Illinois / No Sponsorship Available / NO H-1B's
General Overview:
Service Manager’s primary responsibility is to oversee the activities and responsibilities of the service delivery team. While not directly involved in hands-on support, they are expected to provide guidance and oversight to the team, ensuring that service and support are delivered to clients in accordance with established agreements and performance standards.
The Service Manager reports to the Director of Operations. The Service Manager develops and refines our company’s best practices.
As the Service Manager, you’ll be responsible for managing the day-to-day operations of the service desk, overseeing the technical support team, maintaining client satisfaction, and driving continuous service improvement. You’ll work closely with technical staff, account managers, and leadership to ensure we’re consistently meeting service-level goals and client expectations.
Responsibilities:
• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Lead and manage the service desk team, providing guidance, coaching, and performance management
• Provide accurate reports and metrics to company management on KPIs for service delivery
• Drive problem investigations and resolution as required
• Develop and maintain documentation, processes, and SOPs for service delivery
• Oversee service scheduling, escalation, and client satisfaction
• Active role in the daily management of all service calls
• Ensure quality and profitable services are performed to the agreed SLA
• To ensure that systems, processes and methodologies are followed according to company guidelines
• Identify trends and develop strategies to support these trends
• Participate in strategic planning to scale service delivery as the company grows
• Assist in the development of technical roadmaps for technical staff to fill knowledge gaps
• Build relationships with clients and participate in necessary client meetings (Pre & Post Sales)
• Support onboarding and offboarding of new team members
Experience Required:
• Knowledge and experience in cross-functional management methods and techniques
• Some knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong client orientation
• Ability to multitask and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organizations' key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Familiarity with ITIL best practices or similar service management frameworks