What are the responsibilities and job description for the Service Manager position at General Informatics?
The Service Manager coordinates IT service delivery by managing the service desk operations, ensuring efficient ticket management, and supporting the engineering team's daily operations. This role combines operational oversight with customer service to maintain service level agreements and team efficiency. This position reports to our office for work.
Key Responsibilities
Service Desk Management:
No travel
Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and small carry parcels, packages and other items, to walk short distances, and drive a vehicle to deliver and pick up materials.
The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
EOE, including disability/veterans
Key Responsibilities
Service Desk Management:
- Oversee service ticket queue and assignments
- Monitor SLA compliance and ticket resolution
- Coordinate with engineering team on ticket prioritization
- Manage escalations and priority issues
- Track and report on service metrics
- Answer and direct incoming calls
- Process incoming and outgoing shipments
- Manage inventory and equipment tracking
- Support engineering team administrative needs
- Maintain customer information and SLA documentation
- Work closely with engineers on ticket resolution
- Support cross-departmental communication
- Monitor team workload and capacity
- Facilitate team scheduling and coverage
- Ensure proper resource allocation
- Manage IT equipment inventory
- Track asset deployment and returns
- Coordinate equipment ordering
- Maintain inventory documentation
- Process equipment shipments
- High school diploma
- 2 years administrative or help desk experience
- Strong organizational skills
- Basic understanding of IT terminology
- Excellent communication abilities
- College degree in related field
- Technical certifications
- Help desk experience
- Inventory management experience
- Process automation experience
- Strong multitasking abilities
- Detail orientation
- Problem-solving skills
- Customer service focus
- Team collaboration
- Process improvement
- Time management
- Support special projects
- Assist with documentation
- Help with team training
- Consistently demonstrates “Can Do, Will Do!” attitude
- Other duties as assigned
- SLA compliance rates
- Ticket assignment accuracy
- Customer satisfaction scores
- Phone response times
- Documentation quality
- Team efficiency metrics
- Process improvement implementation
No travel
Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and small carry parcels, packages and other items, to walk short distances, and drive a vehicle to deliver and pick up materials.
The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
EOE, including disability/veterans
