IT Service Manager

Overview
The IT Service Manager at Diamond Technologies is a pivotal leadership role, overseeing the help desk, Level 2 escalation engineers, and field technicians. This role ensures seamless service delivery, operational excellence, and fostering a client-focused environment. Additionally, the Director acts as the escalation point for on-call technicians and is responsible for managing after-hours service operations. The position requires a strategic mindset, strong leadership skills, and the ability to balance immediate service needs with long-term improvement goals.

Responsibilities

Leadership and Team Management:

• Oversee and manage the day-to-day operations of the help desk, Level 2 escalation engineers, and field technicians.
• Serve as the primary escalation point for on-call technicians during after-hours incidents, ensuring prompt resolution of critical issues.
• Lead hiring, training, and professional development initiatives to build a high-performing team.
• Foster a collaborative and positive team culture, encouraging open communication and knowledge-sharing
• Establish and monitor key performance indicators (KPIs) to assess team performance and service quality
• Conduct regular performance reviews, providing coaching and constructive feedback to drive team excellence.

Service Delivery and Client Satisfaction:

• Ensure timely and effective resolution of client issues, adhering to service level agreements (SLAs) and client expectations.
• Act as an escalation resource for complex or high-priority client concerns, both during business hours and after hours.
• Assist with the onboarding of new technicians, ensuring they are integrated successfully into Diamond Technologies’ service framework.
• Conduct client service reviews, and work with Technical Account Manager and VP of Managed Services to identify areas for improvement and ensure client satisfaction.
• Prepare regular reports on service desk performance metrics and communicate findings to management

Operational Management:

• Monitor and manage after-hours service operations to ensure consistent and reliable support for clients.
• Develop and implement workflows, procedures, and policies to optimize service delivery.
• Analyze service data to identify trends, improve ticket resolution times, and allocate resources effectively.
• Maintain a robust on-call schedule for technicians, ensuring adequate coverage during evenings, weekends, and holidays.

Strategic Planning and Collaboration:

• Collaborate with the executive team to set service delivery standards, objectives, and improvement goals.
• Partner with other departments, including Projects and Client Strategy, to ensure cohesive service delivery across all channels.
• Align service delivery strategies with organizational goals and client needs.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service:

• Manage difficult or emotional customer situations
• Respond promptly to customer needs
• Responds to requests for service and assistance
• Meet commitments

Interpersonal Skills:

• Maintains confidentiality
• Listen to others without interrupting
• Keeps emotions under control

Communication:

• Speaks clearly and persuasively in positive or negative situations
• Listens and gets clarification
• Responds well to questions
• Writes clearly and informatively
• Able to read and interpret written information

Professionalism:

• Approaches others in a tactful manner
• Reacts well under pressure
• Treats others with respect and consideration regardless of their status or position
• Follows instructions, responds to management direction
• Accepts responsibility for own actions
• Follows through on commitments

Motivation:

• Committed to staying current with technology and eager to pursue ongoing learning opportunities
• Demonstrates persistence and overcomes obstacles

Required Experience

Technical Skills

• In-depth knowledge of MSP operations, including help desk management, remote monitoring, and field technician coordination.
• Strong understanding of networking, Microsoft 365, and cybersecurity fundamentals.
• Experience with PSA and RMM tools such as Autotask, Kaseya, and IT Glue.

Leadership and Interpersonal Skills:

• Proven ability to lead and develop teams in a dynamic environment.
• Excellent communication skills, with the ability to build relationships with team members and clients.
• Strong problem-solving abilities, especially in high-pressure situations like after-hours escalations.
• Proactive and solutions-oriented approach to managing complex service challenges.
• Ability to prioritize and manage multiple responsibilities effectively.
• Commitment to continuous learning and operational improvement.

Experience and Education:

• At least 5 years of IT service management experience, with 2 years in a leadership role managing both help desk and field staff.
• Experience managing after-hours service operations and on-call teams.
• Bachelor’s degree in Information Technology, Business Management, or a related field preferred.
• Certifications such as ITIL, CompTIA Network , or Microsoft certifications are highly desirable.

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• IT Service Management: 5 years (Required)

Ability to Commute:

• Wilmington, DE 19801 (Required)

Work Location: In person

Salary : $70,000