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

• Direct Service Desk tactical operations as an effective single point of technical support
• Align and perform all strategic initiatives in support of the Company’s 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 (KPI’s) 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.

Qualifications and Education Requirements:

• A bachelor’s 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

*Must be authorized to work for any US employer*