Service Manager

Salary Range: $75,000 - $95,000 per year

About Us:

Emerald Technology Group is a leading IT Managed Services provider committed to delivering outstanding IT solutions to businesses of all sizes. With a strong focus on innovation and customer satisfaction, we are seeking a highly motivated Service Manager to join our dynamic team.

Job Description:

Position Overview:

The Service Manager at Emerald Technology Group, is the one who connects Emerald to our clients. This is the person who keeps our technicians on task, focused on the most important priorities, makes sure they have what they need and are constantly improving.

Key Responsibilities:

· Mentor Technicians on any aspect of their position.

· Provide an excellent example of customer service on all levels for the company.

· Focus on making every work hour a profitable hour for the company.

· Follow all company standards and procedures as currently documented.

· Responsible for development and adherence of all technical and service delivery SOP’s.

· Track all work billable or not for the entire technical team.

· Coordinate and schedule resources for service requests.

· Manage activities of all technicians.

· Manages process of receiving equipment from procurement and handing off to technical staff.

· Manage the workflow of all service requests as directed.

· Responsible for development, delivery, and quality of department’s customer experience (customer service).

· Responsible for the departments goals and metrics being achieved.

· Review departments time cards to ensure they are being kept up to date, time off and PTO policies are being followed.

· Review and manage Service Requests as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired and within SLA expectations.

· Check with each technician at the end of the day and note all issues requiring priority attention.

· Review of time entries as related to quality, adherence to standards and budgeted time.

· Review all requests for Personal Time from technicians and ensure they are on the schedule and communicated to payroll.

· Develop and monitor training track for technicians.

· Preview the upcoming weeks and schedule technicians to tasks as early as possible.

· Coordinate any planned out-of-town services with the technician and the client.

· Coordinate team meetings/huddles as necessary.

· Monitor and support the progress of technicians written quarterly goals.

· Prepare the tech schedule for the next week. Verify that technicians are aware of any changes from their normal schedule.

· Work with Operations Manager to establish yearly goals.

· Responsible for one L&L each month

· Schedule and hold Quarterly Reviews for each Technician. (LMA)

· Participate in the recurring customer touchpoint meetings as needed

· Manage on call rotation to ensure off hours support.

· Responsible for managing customer owned equipment stored at Emerald.

· Responsible for insuring vehicles are stocked with adequate supplies and equipment. (car inventory)

Expectations:

The service manager is Emerald’s most important connection to our clients. This person sets the stage on what exemplary looks like at Emerald. They are the air traffic controller, the person that sees all our customer’s needs and makes sure the team has everything they need to be successful in advance of the day starting. From tools, to supplies, licensing, relationships with customers, they are equipped to rock the day.

Benefits:

· Competitive salary within the range of $75,000 - $95,000 per year.

· Comprehensive health, dental, and retirement benefits.

· Opportunities for ongoing professional development and training.

· A collaborative and innovative work environment.

· Prospects for career advancement within our rapidly growing company.

If you are a dedicated and highly skilled Manager with experience in IT Services and leadership abilities, we invite you to apply for this exciting opportunity at Emerald Technology Group. Join us in delivering exceptional IT solutions, cultivating enduring client relationships, and leading a successful and collaborative team.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person