What are the responsibilities and job description for the Service Manager - Systems Engineer Team position at High Point Networks LLC?
Job Details
Description
When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live but hard to describe. Come see exactly what it means to be a part of the High Point Networks team.
High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout North Dakota, South Dakota, Minnesota, Montana, Nebraska, Oklahoma, and Colorado.
JOB SUMMARY
This Service Manager role will oversee the systems engineering team and ensure that all projects and service tickets are completed on schedule, within budget, and according to best practices. This position includes designing and implementing improved processes and operational policies. Additionally, the role involves assisting with new team member hiring, onboarding, coaching, conducting reviews and offboarding.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Effectively lead and manage a team of Systems Engineers
• Prepare for and conduct regular team and one-on-one meetings
• Ensure all documentation is accurate and complete within a timely manner
• Oversee team’s vendor certifications and ensure all required certifications are obtained
• Manage daily service activities, ensuring SLA compliance and a world class customer experience
• Collaborate with the leadership team on the design and building of new service and product offerings
• Evaluate and enhance technology standards to sustain a competitive position in the market
• Understand customer needs and how IT supports their business goals
• Coordinate with HR to manage the onboarding and offboarding of team members
• Conduct annual reviews and provide daily coaching
• Anticipate and react to major technology changes to ensure leadership in a competitive landscape
• Attend relevant company and vendor sponsored events
• Other assigned duties
ADDITIONAL DUTIES AND RESPONSIBILITIES
• Escalate service and department issues as needed
• Develop in-depth knowledge of the service catalog and how it relates to customer needs
• Set team goals, monitor performance, and implement improvement plans as needed
• Ability to work in a team environment and communicate effectively
• Identify opportunities to improve service workflows and implement best practices
• Document internal processes and procedures related to duties and responsibilities
• Document work activities as necessary
• Review IT publications and online materials to remain up to date with current and future emerging technologies
KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED
• Sound understanding of computer systems and networks
• Excellent organizational and leadership skills
• Outstanding oral and written communication skills
• Knowledge of IT applications, processes, software and equipment
• Service awareness of all key services offerings
• Results oriented, high energy, and self-motivated
Qualifications
