Granite Solutions Groupe, Inc. · 7 hours ago
IT Service Manager
Missoula, MT
Full-time
Onsite
Mid, Senior Level
$60K/yr - $90K/yr
5+ years expGranite Technology Solutions is a thriving technology company based in Montana, seeking an IT Service Manager to lead their Voice and IT teams. The role focuses on enhancing customer satisfaction and operational excellence by overseeing technical support and managing service and project tickets.
ConsultingFinancial ServicesInformation TechnologyProject Management
Responsibilities
Demonstrate and instill exemplary customer service practices, emphasizing the importance of embodying Granite's values and brand identity in every interaction
Coach team members on effective communication and problem-solving techniques to enhance customer experience
Promote a culture of care and empathy, ensuring customers feel valued and supported throughout their interactions with Granite
When handling customer issues, prioritize personalized engagement with customers to acknowledge their concerns and demonstrate a commitment to resolving issues promptly and effectively
Proactively engage with customers in escalated situations to build trust, address concerns, and identify opportunities for organizational learning and growth
Conduct follow-up communication with customers post-resolution to ensure satisfaction and identify areas for further improvement
Take proactive steps to address customer complaints and dissatisfaction, including direct engagement with customers to understand their concerns and facilitate resolution
Use escalated issues as opportunities for coaching and learning to improve future service delivery and customer satisfaction
Collaborate with cross-functional teams to address root causes of recurring issues and implement preventative measures
Establish and communicate clear expectations for customer interactions, including SLA requirements for ticket response times
Conduct daily review and observation of tickets on ticket boards, ensuring timely responses, monitoring re-open rates, assessing customer satisfaction, reviewing tech notes, tracking status updates, and optimizing technician utilization
Adjust priorities between service desk and project tickets as needed to meet operational goals
Provide spot checks for response times and re-open rates, ensuring adherence to service level agreements (SLAs)
Monitor customer satisfaction metrics and feedback to identify areas for improvement
Maintain comprehensive documentation for all services and products offered, including detailed procedures for customer onboarding/offboarding
Serve as a resource for all team members, providing guidance and expertise to address technical inquiries
Offer technical assistance to resolve complex issues and escalations, ensuring timely and effective resolutions
Serve as a liaison between technical and non-technical stakeholders to translate complex technical concepts into actionable insights
Serve as a technology leader within the organization, staying abreast of industry trends and advancements
Collaborate with Ownership, Technical Sales Engineer, department leads and other managers to make informed technology decisions that align with organizational goals
Provide guidance and training to staff members on the effective use of technology tools and resources
Collaborate, Develop, and implement strategies to enhance data security and privacy measures
Participate in the evaluation and selection of new technology solutions to meet the organization's needs
Ensure compliance with relevant regulations and standards in all technology-related activities
Continuously assess and improve technology processes to increase efficiency and effectiveness
Act as a liaison between technical and non-technical staff, translating complex concepts into understandable terms
KPI’s (Key performance Indicators): Service Manager will be responsible for tracking and analyzing performance and effectiveness of the IT and voice departments
Cross Training departments: Address plans for succession or continuity in the role, including training / cross training between IT, voice and cabling
Conduct routine performance reviews with individual technicians to provide feedback and support their professional development
Foster a collaborative team environment through regular in-person meetings and engagement activities
Encourage open communication and collaboration among team members to share best practices and lessons learned
Enforce adherence to established procedures for customer onboarding/offboarding and product training to maintain consistency and quality of service delivery
Ensure technicians understand and comply with SLA requirements and escalation protocols for both service tickets and project rollouts
Regularly review and update procedures to reflect evolving business needs and industry standards
Provide regular updates to the project team on current and upcoming projects, fostering collaboration and shared understanding of project goals
Ensure all technicians possess comprehensive knowledge of Granite's products and services, as well as proficiency in the rollout procedures for each offering
Provide ongoing training and resources to keep technicians updated on new products, services, and industry trends
Provide ongoing coaching and development opportunities for team members, focusing on enhancing technical skills, process knowledge, and customer service proficiency
Monitor team performance to ensure consistent adherence to established processes and procedures, identifying areas for improvement and implementing corrective actions as needed
Encourage innovation and creativity in problem-solving, empowering team members to propose and implement process improvements and efficiency gains
Foster a collaborative partnership between Account Executives, Project Coordinators, and service teams to ensure seamless customer support and satisfaction
Cultivate a culture of approachability and empowerment among all staff members, encouraging proactive problem-solving and continuous improvement initiatives
Performs other IT and Voice related tasks and projects as requested by management
Qualification
Required
Must be able to travel routinely to all customers, Granite office locations, and throughout Montana
Must be able to achieve outstanding customer satisfaction
Must have effective interpersonal and communication skills
Must have above average technical skills and knowledge in computing and network systems
Must be self-motivated and possess a strong work ethic
Must be dependable, reliable and exhibit a calm, professional demeanor
Must have strong organization skills
Must be able to work under pressure and deadlines
Minimum of a Bachelor's degree in related technical field or prior equivalent experience approved by management required
Minimum of five years directly related IT experience required
Management: 3 years (Required)
IT service management: 3 years (Required)
Technology management: 3 years (Required)
Ability to Commute: Missoula, MT 59801 (Required)
Willingness to travel: 25% (Required)
Preferred
Customer service: 5 years (Preferred)
Benefits
Paid Maternity and Paternity leave
Full benefit package – medical, dental & vision
Company matched retirement plans
PTO, paid holidays, and Adventure Days (aka Floating Holidays)
Flexible work/life balance
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Parental leave
Referral program
Retirement plan
Vision insurance
Company
Granite Solutions Groupe, Inc.
Granite Solutions Groupe provides high caliber subject matter expertise to high performing companies in the financial services industry to support ongoing business operations, enterprise transformation and key product strategy initiatives through business and technology consulting solutions.
Founded in 1998San Francisco, California, USA
201-500 employees
H1B Sponsorship
Granite Solutions Groupe, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2021 (1)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Daniel L'Abbe
Founder and CEO
Company data provided by crunchbase