What are the responsibilities and job description for the IT Service Manager position at Encore Strategic?
Job Description
Job Description
Are you ready for a technical leadership role in a fast-growing, employee-oriented company?
C&W is a team-oriented MSP that prioritizes top-tier technical integration and high-quality, proactive IT support. Our goal is to be a family-oriented, community-oriented, positive environment for our employees so they can execute best-in-class, white-glove IT services for a diverse range of clients and end-user environments. We're seeking a people-oriented Service Manager to oversee service delivery for our clients and continue mentoring our incredible technical team.
We'll Provide :
A team that's invested - We pride ourselves on technical curiosity and genuine interest in improving client technology
Fun, professional environment facilitated through daily communication, monthly lunches, and quarterly offsite outings
Robust benefits package including healthcare, dental, disability, life insurance, and PTO
Starting salary of 95K, along with profit-sharing program and performance-based bonuses
Opportunities for continued growth supported by mature processes and sales engine
Family-first culture that supports work / life balance
What you'll do :
Manage the team for daily success, including daily activity, resource allocation, and providing accountability for documentation and SLAs
Take ownership for client satisfaction for escalated issues, communicating with team members and clients and performing root-cause analysis to ensure resolution
Mentor employees for success via daily communication, yearly reviews, and continuous technical / professional training
Build relationships with clients via client meeting participation
Define and review key KPIs, KB articles, and process documentation
Track and report metrics for projects and agreements
Administration of Professional Services Automation tool
Skills you'll need :
3-5 years of experience with small business technical support, including applications, processes, software, and equipment
PSA administration experience
Strong positive mentality, strong communication and documentation skills, and enthusiasm for improvement and continued growth
Sense of ownership for client outcomes and mentoring mindset for team
Experience with MSP leadership, planning, and KPI's strongly preferred
Next Steps :
Quick apply with your resume here
Get a head start on our application and aptitude testing process here : https : / / www.ondemandassessment.com / link / index / JB - 0SSWGILF5?u=1110981
