This is a position as for our Managed IT service firm, as Service Manager.

If you have experience working in a Managed Service company, who serves multiple customers with Help Desk, Projects, and day to day IT operations for multiple customers, this job is for you.

On the other had, if you are a project manager, scrum master, software development manager of teams or have similar skills, this is not a fit for you.

** We are accepting applicants with experience in the managed service, service management, field who are local to the Chicago metro area today. If this is you, read on! **

Are you a Highly Motivated leader of teams, that is ready for your next challenge?

• Feel like you’ve hit a ceiling, with your present-day job?
• Do you enjoy leading a team of Professionals and consistently delivering quality service to customers?
• Ready to shake up the daily grind, and start making a real impact?

Well, you’re reading this, Good. This may be the opportunity you’ve been looking for.

RWK IT Services is a fast-growing IT Services company that feeds the technology demands and network needs of small and medium sized businesses in the Chicagoland market. Our partners look to us for assistance with installing, integrating, configuring, and maintaining business-level IT solutions. We help them with moving their businesses forward through technology, as well as protecting their environments with our Cyber Security expertise.

That’s where you come in... Keep reading, it gets better.

RWK is looking to hire an experienced, self-motivated IT Service and Support Delivery Manager, proven track record of building relationships with employees, customers, and other management teams.

A little about us :

RWK provides managed IT services for companies with 10-300 computers. Our team is always available to help when problems occur so that our customers can keep working. They sleep better knowing their information, their business identity, and their network are secure and protected.

As a people manager, you're in charge of overseeing other people's careers. You should make sure they stay on track with business goals and that they're happy in their day-to-day workflow. This requires true dedication to your company and genuine investment in your team's success.

As a service delivery manager, you will immerse in the business side of service, monitoring and managing.

You'll also work with customers. When customers have special problems that technicians can't solve on their own, you'll jump into to save the day with planning and communication, listening and responding to customer needs. Sometimes this will require emotional intelligence to analyze customer needs and act quickly to fulfill them. The customer issues you'll be working with will often be complex or time-sensitive escalations, and you must expect the unexpected.

The following attributes will excel in this position:

• Do you have an analytical mind that can create and drive processes?
• Are you adaptable in situations that require critical thinking?
• Can you be levelheaded while navigating your way through managing conflict with staff and/or customers?
• Do you have outstanding communication skills and are able to manage a team effectively?
• Do you want to join a supportive, dynamic team?
• Do you enjoy learning and being challenged in a fast-paced environment?

Now, let’s talk about ‘Why you’d want to work at here…’

Yes, we have benefits. Yes, we have a retirement plan. In today’s market, nearly everyone does. We will set you up for success with some initial training, how to utilize our proven processes, and support you in our collaborative environment, each and every day. We have a competitive salary range, and it’s reserved for the right candidate to learn in the interview process.

Our growing company is looking to fill the role of IT Service Delivery Manager. This role will be responsible for providing day to day operational oversight, information dissemination, question and issue resolution for both team members and our partners. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent.

Responsibilities:

• Lead, Manage, and hold Accountable all service delivery to customers
• Team Management for adherence to daily disciplines, scheduling, check-ins, and utilization
• Service Level Agreement management to parameters that we commit to our clients
• Partner Interaction on Critical Service Topics, during quarterly check-ins, and when service has not met up to our standards
• Ensure efficient and effective IT operations daily
• Manage to, adjust, adapt, and develop service delivery processes with critical thinking
• Service management to ensure continuous partner satisfaction in conjunction with profit maximization.
• Manage, develop and be accountable for analytical metric/performance reporting by manipulation of data using CRM and other lines of business software.
• Ensure the delivery of the highest level of operational service to partners by coordinating the activities of the service delivery team across all areas of services.

Experience & Skills:

• Minimum 3 years of experience working as a Service Delivery Manager, Help Desk Manager in the managed IT service Industry. This is mandatory for this position.
• Excellent attention-to-detail, organization, communication, and customer service skills.
• Confidence in holding service team members accountable to processes, policies, and procedures.
• Good understanding of technology and business systems.
• Excellent time management skills and the ability to efficiently multi-task, adapt and stay calm under pressure to any changes or partner emergencies.
• Ability to think “outside of the box” and have an “own it” attitude when it comes to introducing ideas.
• Local to the Chicago area and able to travel to and from our Frankfort, IL office

About You:

· You are a critical thinker who can see an issue, dig further into its root cause, and creatively assemble processes and solutions to manage to the issue.

· You have a tireless positive attitude

· You have a growth mindset and view challenges as learning opportunities, not failures

· You can put yourself in others’ shoes and see situations from perspectives other than your own

· You want to work at a place and with a team where you can make a difference and have an impact

If you have strong project management experience in a medium sized enterprise, and demonstrated experience setting, managing to, and taking action from KPIs that forecast your team's success is a huge plus.

Benefits and Perks:

● Competitive Annual Salary

● Great benefits: Health, dental and vision insurance, 401k matching, 15 PTO Days, and 7 Paid Holidays

● Hybrid schedule

● A Great Reputation with long term partners

● Fun and Rewarding Environment

● A Supportive Team that is behind our Service department

● Superior office and team culture

More About RWK IT Services:

RWK IT Services is a professional services consulting firm that empowers organizations to do what they do better. We bring the human element to IT and demystify technology, deliver right-sized solutions, from simple to complex and providing voice at the table of business decision-making. We serve business IT needs and provide solutions with balance. We specialize in - Managed, or Outsourced, IT Service for businesses - Cloud Services - and - Cyber Security expertise in these three IT disciplines creates synergy and improved solutions for our clients.

Our Core Values: Positive Attitude, Team Player, Attention to Detail and Desire to Improve

Job Type: Full-time

Benefits:

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

Experience level needed: 3 years

Schedule: Monday to Friday

Work Location: Frankfort, IL 60423: Reliably commute or planning to relocate before starting work, required

Experience:

• Customer service: 2 years (Required)
• Leadership: 2 years (Required)
• IT support: 1 year (Required)
• Project management for medium size enterprise: 2 years (a Plus)