Job Description:

We are seeking a skilled and experienced Service Manager to join our team at Interplay. As a Managed Service Provider (MSP), we specialize in providing IT solutions and support to small and medium-sized businesses. The Service Manager will be crucial in overseeing a team of Helpdesk and Level Two IT Technicians responsible for resolving end-user computer issues. We are looking for an individual who can effectively manage the service team, ensure the timely resolution of technical problems, and maintain a high level of customer satisfaction.

Benefits:

• Extensive Health Dental Vision benefits
• Hybrid work environment (office and home)
• Generous paid time off policies
• Retirement benefit
• Very relaxed dress code and work environment
• We generally go home between 5pm – 6pm most nights
• Focused paid training in a variety of IT fields

Responsibilities:

• Manage a Helpdesk and Level Two IT Technicians team, providing guidance, support, and performance feedback.
• Oversee the day-to-day operations of the service team, ensuring efficient and effective resolution of end-user technical issues.
• Set clear performance goals and expectations for the team, monitoring and evaluating individual and team performance.
• Coordinate with clients to understand their technical support needs and ensure prompt resolutions.
• Act as the escalation point for complex technical issues, providing guidance and assistance to technicians.
• Develop and implement service procedures, standards, and policies to ensure consistent delivery of high-quality support.
• Conduct regular team meetings to communicate updates, address challenges, and foster a collaborative work environment.
• Collaborate with other departments, such as Procurement and Operations, to identify opportunities for service improvement and streamline processes.
• Stay updated on industry trends, technologies, and best practices to enhance the service team's knowledge and skills.
• Prepare reports and metrics on team performance, service quality, and customer satisfaction.
• Maintain a strong focus on customer service, ensuring timely response and resolution of customer inquiries and concerns.

Requirements:

• Proven experience in a managerial role within an IT service environment, preferably in a Managed Service Provider setting.
• Strong technical knowledge and understanding of end-user computer systems, networks, and software applications.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team.
• Exceptional problem-solving and decision-making abilities with a customer-centric approach.
• Excellent verbal and written communication skills, with the ability to effectively interact with clients and team members.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Proficient in using ticketing and service management systems.
• Relevant certifications such as ITIL, CompTIA A , or Microsoft Certified Professional (MCP) are preferred.

You must submit a separate cover letter to be considered for this role. In your cover letter:

• You should be able to demonstrate a work history that includes similar professional experience supporting Windows-based network environments.
• You should show that the IT field is/was a deliberate choice on your part--because you *want* to be in this field. You should be passionate about technology's power in helping people reach their goals.
• You should be able to demonstrate that you possess that elusive trait -- the ability to summarize, speak and write technical issues in a way that a non-technical audience can understand.
• Since IT is a tough field and working for a small company can be a different environment than a large corporate office, showing your sense of humor certainly does not hurt. ;)

About the Company

Interplay is a hands-on, service-driven IT management firm in Seattle, and we've been in business since 2001! We provide complete IT outsourcing services for clients ranging from 20 to 200 users. We're lean but capable, which has attracted some demanding (but very cool!) clients.

We use a fixed-fee IT management approach, including support, monitoring, administration, security management, and "Virtual CIO" for a flat monthly rate. Our clients see us as a natural extension of their business. They trust us to advise them on and implement solutions that will make them more efficient and profitable. And we firmly believe in a less is more approach--we actively remove unnecessary complexity from our client's IT landscapes.

We are looking for the right person to join our team for the long haul. We pay competitive wages, provide excellent health vision dental, pay for training and offer an uncommonly relaxed office environment.

As a team member, you'll have a lot of creative control over how you do your work and what subjects you want to train on. If you can prove yourself, you won't be micromanaged, and your ideas won't be dismissed or ignored. 

Interplay is an equal-opportunity employer.