What are the responsibilities and job description for the IT Services Manager position at Emerald Resource Group?
IT Services Manager
Salary: up to 80k
Must Live in NE Ohio
Position Summary
The Service Manager provides daily leadership for my client’s IT support team and ensures high quality efficient and consistent I T service delivery. This role oversees my client’s I T staff manages ticket flow enforces service standards and maintains alignment with my client’s processes and expectations. The position is employed by and operationally directed by my client.
Service Operations
- Oversee day to day operations of the helpdesk and IT support team
- Manage ticket queues prioritization SLA adherence and aged ticket reduction
- Ensure accurate documentation and time entry
- Act as an escalation point for complex issues
Tools Processes and Quality
- Ensure proper use of PSA RMM and documentation systems in alignment with my client’s standards
- Maintain and improve service procedures runbooks and knowledge documentation
- Monitor service metrics and drive improvements based on data and recurring issues
Client MSP and Project Coordination
- Serve as a primary operational contact between my client and their managed service provider relationships
- Coordinate resources for support work and small to mid scale projects
- Communicate clearly with users and leadership regarding service status issues and improvements
- Gather and act on user feedback to improve service satisfaction
Environment and Asset Oversight
- Help maintain an organized safe and efficient IT workspace
- Support asset and inventory tracking processes
Success Measures
- SLA achievement and reduction in overdue or aged tickets
- Quality of ticket documentation and time entries
- Team development and engagement demonstrated through regular one on ones and coaching
- User satisfaction and CSAT improvement
- Consistent alignment with my client’s standards and service expectations
Qualifications and Competencies
- Experience leading I T support or service teams
- Strong understanding of service operations PSA and RMM tools and common IT technologies
- Experience in or around MSP environments preferred
- I T certifications such as Microsoft Cisco VMware or ITIL are a plus
- Ability to support occasional after hours needs
