What are the responsibilities and job description for the Service Manager position at Entech?
Description
Full-Time
Exempt
Why Entech?
Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team!
With over 26 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application!
Position Summary
The Service Manager is responsible for leading teams in delivering unparalleled customer service using our core values as guiding principles. Responsible for building, cultivating, and maintaining client relationships by exceeding Entech’s customer service standards.
Essential Duties and Responsibilities
- Managing the Service Desk Team: You will be responsible for managing a team of service desk technicians and ensuring that they are properly trained, coached, and mentored. You will be responsible for hiring and evaluating staff and ensuring that they have the necessary skills and knowledge to provide excellent technical support and customer service.
- Ensuring High-Quality Service Delivery: You will be responsible for monitoring service delivery and ensuring that client needs are met in a timely and efficient manner. You will be responsible for identifying areas for improvement and implementing changes to improve service delivery.
- Reporting and Analysis: You will be responsible for producing reports and analysis of service desk performance, identifying trends, and making recommendations for improvements including; SLA Compliance, Client Satisfaction, Service Department Contribution (W2 multiple), Agreement Efficiency and Billable Non-Recurring Revenue Labor Hours.
- Incident and Problem Management: You will be responsible for managing the incident and problem management process, ensuring that issues are properly logged, investigated, and resolved in a timely and efficient manner.
Education and Experience
- Bachelor’s Degree and minimum of 3 years in management position.
- 5 years working in a Technical Support/Service Desk role.
Certifications and Licenses
- CompTIA Security
- ITIL Foundations
- CompTIA Project
Benefits:
Free Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events
Free Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday!
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events
Options available for dental, vision, accident, hospital, short term disability, long term disability, and additional life insurance.
Requirements
Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.
This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.
Salary Description
$80,000-$90,000
Salary : $80,000 - $90,000
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