What are the responsibilities and job description for the Service Manager position at Pure IT CUSO?
About Us
Our mission is to empower credit unions to lead with innovation and transform their operations by providing best-in-class IT support, cutting-edge infrastructure management, and forward-thinking cybersecurity solutions. As trusted consultants, we enable our clients to focus on serving their members while we drive their technology forward, ensuring efficiency, resilience, and growth
Position Summary
We are seeking a skilled and dynamic Service Manager to oversee the delivery of managed services to our credit union clients. This role is pivotal in ensuring high-quality service, managing technical teams, and driving continuous improvement. The ideal candidate will possess strong technical expertise, excellent leadership skills, and a commitment to client satisfaction.
Key Responsibilities
- Service Delivery Oversight
- Manage the day-to-day operations of the managed services team, ensuring timely and effective resolution of client issues.
- Oversee service level agreements (SLAs) to ensure compliance and client satisfaction.
- Develop and maintain processes to optimize service delivery and efficiency.
- Team Leadership
- Lead, mentor, and develop a team of technical professionals, including engineers and support staff.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Foster a collaborative and high-performance team environment.
- Client Relationship Management
- Serve as the primary point of contact for clients regarding service-related matters.
- Build and maintain strong relationships with credit union clients, ensuring their needs are met and expectations exceeded.
- Proactively identify opportunities to enhance client satisfaction and retention.
- Technical Expertise
- Provide technical guidance and support to the team, troubleshooting complex issues as needed.
- Stay up-to-date with industry trends and advancements to ensure the delivery of cutting-edge solutions.
- Collaborate with clients to understand their technical environments and recommend improvements.
- Continuous Improvement
- Analyze service metrics and feedback to identify areas for improvement.
- Implement best practices and innovative solutions to enhance service delivery.
- Drive initiatives to optimize operational efficiency and reduce downtime.
- Technical Proficiency: Strong understanding of IT infrastructure, network management, cybersecurity, and managed services principles.
- Leadership Skills: Proven ability to lead and inspire technical teams, fostering a culture of accountability and excellence.
- Client Focus: Exceptional communication and interpersonal skills with a commitment to delivering outstanding client experiences.
- Problem Solving: Analytical mindset with the ability to troubleshoot and resolve complex technical issues.
- Time Management: Strong organizational skills to manage multiple priorities and deadlines effectively.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
- 5 years of experience in IT service management, preferably within a managed services or credit union environment.
- Demonstrated expertise in technical troubleshooting and IT infrastructure management.
- ITIL certification or equivalent is a plus.
- Familiarity with credit union operations and regulatory requirements is highly desirable.
Work Environment
- Location: Tomball, TX
Join a dedicated team committed to delivering exceptional managed services to credit unions and making a meaningful impact in the financial sector.
If you are a results-oriented professional with a passion for technology and client success, we encourage you to apply for the Service Manager role.