Senior Services Manager

The Elevate Services Senior Manager is a day-to-day leader responsible for overseeing all aspects of the company’s service desk services with Elevate’s Technology Managed Services business. This role ensures that the critical day-to-day delivery of Elevate’s service desk meets its mission of delivering exceptional client service experiences - now and in the future. The leader drives operational efficiency, fosters a positive team culture, and ensures continuous innovation and improvement in service delivery. The position enjoys a wide variety of responsibilities; however, the primary responsibilities are as follows:     

Responsibilities, and other duties as assigned:

Operational Oversight: Manage day-to-day service desk, ensuring SLA compliance, resource optimization, and consistent delivery of high-quality services to performance targets.

Team Leadership: Lead, direct and mentor teams in the help desk, fostering a culture of teamwork, accountability, and respect. Promote professional growth and development within the team.

Continuous Improvement: Innovate and improve service processes, driving efficiency and enhancing client experience through the adoption of new technologies, workflows, and best practices.

Client Satisfaction: Ensure that all client interactions with Elevate’s service desk align with the company’s values of serving clients with passion, respect, and professionalism. Proactively address client needs and manage escalations.

Performance Management: Monitor and analyze KPIs, metrics, and service desk reports to drive operational improvements and meet business objectives.

Collaboration: Work closely with other departments such as sales, client services, and professional services to align service desk delivery with business goals and client expectations.

Budget and Resource Management: Manage the department’s budget and resources, ensuring cost-effective delivery of services while maintaining quality and efficiency.

Innovation and Technology Adoption: Stay up-to-date with industry trends and technology advancements to integrate new solutions and enhance the service desk portfolio.

Key Performance Metrics owned by Services Senior Manager (examples):

Financial Metrics:

• Budget Compliance: Operating within the allocated budget.
• Cost per Support Ticket: Tracks the cost of handling each client support ticket. The leader is responsible for ensuring service delivery is both cost-effective and client-centric.

Operational Metrics:

• Operational Efficiency: Utilization rates of resources, including labor efficiency and technology platform usage.
• Process Optimization: Implementation and impact of process improvements.
• Continuous Improvement Initiatives: Number and impact of continuous improvement initiatives implemented.
• Service Level Agreement (SLA) Adherence: Monitors how well the company meets its agreed-upon response and resolution times for clients. High SLA adherence indicates reliable service delivery.
• First Contact Resolution (FCR): Tracks the percentage of client issues resolved during the first contact. High FCR rates are linked to improved client satisfaction and operational efficiency.
• Service Desk Efficiency Metrics: Includes metrics like response time, resolve time, ticket closure rates, and workload distribution, ensuring the service desk team is efficiently addressing client needs.

Client Satisfaction Metrics:

• Client Issue Resolution Time: Average time taken to resolve client issues or complaints.

Quality Metrics:

• Service Quality Scores: Based on regular audits of service delivery against benchmarks.
• Error Rates: Frequency of service delivery failures or errors.
• Compliance Rates: Adherence to industry regulations and standards.

Team Performance Metrics:

• Employee Satisfaction: Through surveys or other feedback mechanisms, reflecting leadership effectiveness.
• Training Completion Rates: Percentage of employees completing mandatory and growth-oriented training programs.
• Turnover Rates: Employee turnover within the operations team, with a focus on reducing involuntary turnover.

Qualifications:

• Minimum of 10 years of experience in a senior operations management role within an IT Managed Services or related industry with ability to operate within a high-growth environment.
• Technical Expertise: Strong understanding of IT infrastructure, cloud solutions, and service delivery models (ITIL, MSP frameworks).
• In-depth understanding of the IT Managed Services industry and its sales and delivery cycles. Excellent understanding of the tools involved to serve IT Managed Services customers including PSA (Autotask), RMM (Datto), Knowledge (IT Glue), Engagement (Cloud Radial), Security (Todyl & Tennable), Monitoring (Auvik), and industry standard tools.
• Excellent at driving change. Direct experience and expertise with scaling operations and change management processes.
• Proven track record of operational excellence and delivering on key performance metrics. Track record of increased responsibilities and promotions in place preferred.
• Excellent leadership abilities with a focus on talent development and team engagement. Strong alignment with company values, promoting a culture of teamwork, respect, continuous improvement, and a passion for client service.
• Client-Centric Mindset- a passion for delivering exceptional client experiences and a demonstrated ability to resolve client issues efficiently.
• Crisis Management Experience. Proven track record in managing IT crises (e.g., IT outages, critical escalations)
• Excellent communication, negotiation, and presentation skills.