IT Service Manager

We are a highly experienced local IT services provider offering a wide range of IT related services to small and medium businesses in and around greater Boston. Our mission is to bring order to chaos by providing critical IT and cybersecurity structure. Coupled with solid customer service, our processes and attention to detail have brought success to both our team, as well as to our happy clients.

We have been growing steadily since 2010 and currently have an opportunity for a highly experienced IT service manager to join our team. The IT service management role is a critical position within our organization with a primary responsibility to lead a team of seven or more helpdesk technicians. Serving as both mentor and advocate for the helpdesk team, this position also involves interacting with the owners, other managers, and team leads throughout ArcLight, as well as significant client facing responsibilities.

General Responsibilities:

• Manage and mentor the Helpdesk team and oversee the provision and success of Helpdesk services.
• Serve as the primary advocate for and liaison between the Helpdesk team and other teams.
• Participation in the new employee candidate review and assessment process, semi-annual employee performance reviews, promotions, retention, and performance improvement plans.
• Provide exceptional management-level customer service, building a strong rapport with our clients’ key personnel, participating in weekly client meetings, as well as periodic business reviews.
• Participate in weekly management and operations meetings with other department heads.
• Conduct weekly group and individual meetings with the Helpdesk team, setting goals and expectations, and ensuring those goals are met.
• Build an effective training and growth plan for the team. Set educational and training goals and timelines and ensure that that these goals are met.
• Analytics: Produce daily, weekly, and monthly reports on team and individual technician efficiency. Determine areas for improvement, propose and implement changes to obtain those improvements. Develop new strategies to maintain or improve upon the quality-of-service delivery, improve the client experience, increase profitability, and maximize effective utilization of all resources.

Daily Responsibilities:

• Manage the overall lifecycle of service requests as they come into our system, ensuring that requests are properly received and prioritized in an efficient manner, assigned to appropriate technicians by our resource coordinators, and that they receive timely updates and resolutions.
• Ensure that escalations to other teams are properly requested and processed.
• Ensure that technician field dispatches are efficiently coordinated with clients and completed successfully.
• Assist in the sales process by ensuring that requests for new products and services are directed to the appropriate teams.
• Coordinate helpdesk technician scheduling needs, adjusting for attendance and evolving priorities

Requirements:

• Minimum of 10 years' experience in the IT services industry, and at least 5 years’ experience managing a team of IT professionals as direct reports, with a history of success in the position and demonstrated effective leadership skills. MSP-specific managerial experience and a clear understanding of the overall MSP industry are strongly preferred for this position.
• Familiarity with the ITIL framework
• Solid customer service skills, both over the phone and in person. A can-do, positive approach to the work, and an overall positive attitude.
• Exceptional organization skills planning and priority management
• A working understating of project management for effective coordination with the Projects team.
• Effective understanding of ticketing systems, helpdesk performance KPIs and the ability to regularly generate reports to ensure team effectiveness.

Additional Preferred Skills:

• Excellent attention to detail and strong documentation skills
• Relevant management training and certifications
• Relevant industry certifications (Microsoft Azure and 365, Net , Sec , CCNA, etc.)
• Desire to learn new skills and further your IT career
• Experience with MacOS, iOS and other Apple products
• Experience with mobile device management technologies

Other Requirements:

• Participation in occasional paid evening and weekend on-call assignments.
• Reliable car for transportation (we reimburse for mileage)
• Ability to climb a ladder to install/troubleshoot WiFi APs in drop ceilings
• Ability to lift 50 lbs

Culture & Compensation:

We believe the best work for our clients comes from happy IT professionals, so we have worked hard to create a welcoming environment that prioritizes the human side of the IT services field. We believe that a healthy work-life balance is critical. We work in a fast-paced industry, which we complement with a laid-back work environment with many perks. One of the keys to our success has been our culture of exceptional customer service, so we're looking for someone who can deliver the right attitude as well as the right technical solutions. Salary and benefits are dependent on experience.

Some job benefits include:

• Birthdays off!
• 401k with match
• Healthcare including dental and vision
• Friendly office environment with emphasis on not burning out in IT - We enforce our lunch breaks!
• Structured training on current and new technologies
• Commission structure available for new client referrals
• Flexible scheduling with ability to occasionally work from home when needed

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Newton, MA 02458: Relocate before starting work (Required)

Work Location: In person

Salary : $90,000 - $120,000