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Solve IT Solutions LLC · 1 day ago

IT Service Manager

Wyomissing, PA

Full-time

Onsite

Mid, Senior Level

$90K/yr - $100K/yr

5+ years exp

Solve IT Solutions, LLC is seeking an IT Service Manager to act as the initial point of contact for clients and manage the activities of technicians. The role involves coordinating service requests, ensuring adherence to company standards, and implementing strategies set by executive leadership.

ConsultingInformation TechnologyWeb Hosting

Responsibilities

Coordinate, prioritize, schedule, and manage resources and workflows for all service requests

Manage activities of all technicians including technicians’ schedules

Review all requests for Personal Time from technicians and ensure they are on the schedule

Provide individualized customer service to clients

Assure adherence to all company standards, policies, and procedures

Follow-up with each technician daily relative to issues requiring priority attention

Review service ticket time entries and submit for approval by the close of business

Review, revise, annotate proposed invoices

Maintain an up-to-date analysis of each client’s network and service issues

Work with the Executive Vice President to establish IT policies and systems to support the implementation of strategies set by the leadership team

Oversee and maintain a fleet of vehicles re: service maintenance and technician use

Assist sales department with input for cost effective technological equipment, software, and services

Inspect the use of equipment and software to ensure functionality, efficiency, and effectiveness and make recommendations as needed

Assist in building relationships with vendors

All other duties assigned by the Executive Vice President

Track employee utilization

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

Coordinate any planned services with the technician and the Project Manager and/or client

Review time entries and submit for approval by the close of business on the last day of the work week

Review time entries and see them all through the submission and approval process

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 to their normal schedule

Manage after-hours support and scheduling

Prepare each Technician's Quarterly Review including their new Quarterly Goals

Plan and schedule any training for the technicians

Review the year and summarize successes and failures. Pay special attention to the goals agreed upon for the year

Establish goals for the year ahead

Participate in the annual company planning meeting

Compile an annual summary of Service Desk activities, goals, and projected goals

Prepare your department budget for the next year

Qualification

IT support leadershipPeople managementProject managementCustomer serviceAnalytical thinkingOrganizational skillsMultitaskingClean background checkCommunication skills