Position Title: IT Service Manager

Employment Type: Full-Time, Direct Hire

Location: Hybrid - Bend, OR (MUST reside locally)

Compensation: Salary DOE and Education, Plus Annual Bonus (Range: $100,000 - $140,000)

Benefits: PTO, 100% Health Benefits for Employees, Retirement Match 3%, and more!

Are you an experience leader with a knack for IT service management? Collaborating with a respected local partner in Bend, Ledgent Technology is on the lookout for a sharp IT Service Manager. As a premier Managed Service Provider (MSP), our client is committed to delivering top-notch IT solutions and support while fostering an atmosphere of innovation and advancement.

Qualifications:

• Bachelor's degree in a relevant field (e.g., Computer Science, IT, Business) or equivalent experience.
• 3-5 years of Leadership/Management experience.
• 8 years of experience in Infrastructure Roles (e.g., Help Desk, System/Network Administration, Engineers, etc.).
• Preferably, experience in managing service delivery teams within an MSP environment.
• Proficient in leadership, communication, and interpersonal skills.
• Familiarity with ITIL principles and best practices.
• Passionate about coaching and nurturing team members' growth.

Responsibilities:

Team Leadership and Development:

• Lead and guide a diverse team of service professionals, including technicians, engineers, and support personnel.
• Foster a collaborative team environment focused on continual learning and development.
• Conduct regular performance evaluations and offer constructive feedback to support individual and team growth.
• Identify training needs and devise customized plans to enhance team competencies.

Service Excellence:

• Ensure timely resolution of client issues, incidents, and service requests, with a focus on customer satisfaction.
• Uphold accountability for high service levels and adherence to SLAs by monitoring KPIs and performance metrics.
• Implement best practices for incident management, problem resolution, and service delivery.
• Promote a customer-centric approach in all client interactions.

Process Improvement:

• Continually evaluate and refine service delivery processes to boost efficiency and efficacy.
• Address operational bottlenecks, streamline workflows, and adopt industry standards and frameworks like ITIL.
• Spearhead initiatives to enhance service operations and elevate client satisfaction.

Client Relationship Management:

• Cultivate robust relationships with key clients, understanding their distinct business needs and objectives.
• Align service offerings with client requirements and proactively tackle concerns to ensure satisfaction and retention.

Coaching and Training:

• Provide ongoing coaching and mentorship to team members, emphasizing technical proficiency, customer service skills, and professional growth.
• Organize regular training sessions to enrich team knowledge and expertise.
• Foster a culture of continual learning and a growth mindset within the team.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.