What are the responsibilities and job description for the Business Services Manager MSP position at Systems Plus, Inc?
As the Business Services Manager, you will play a crucial role in the efficiency of our Managed Services operations. You will be responsible for handling client communications, coordinating service schedules, and ensuring that support tickets are properly managed. Additionally, you will oversee weekly report analysis to track engineering team utilization and service performance. This role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.
Key Responsibilities
- Act as the primary point of contact for Managed Services customers, responding to phone calls and emails in a timely and professional manner.
- Schedule and coordinate service appointments, ensuring efficient use of engineering resources.
- Manage service tickets, verify ticket statuses, and ensure proper follow-ups are conducted.
- Analyze weekly engineering utilization reports and provide insights to optimize resource allocation.
- Assist with client account management, ensuring that service agreements and SLAs are being met.
- Collaborate with the technical team to track and escalate critical issues when necessary.
- Maintain accurate documentation and records of client interactions, service requests, and operational processes.
- Support internal process improvements to enhance customer satisfaction and operational efficiency.
Qualifications & Skills
Experience: 2 years in a business operations, service coordination, or administrative role (preferably in an IT or Managed Services environment).
Technical Proficiency: Familiarity with ticketing systems, IT service management (ITSM) tools, and Microsoft Office Suite (Excel, Word, Outlook).
Communication: Excellent verbal and written communication skills with a customer-first mindset.
Organization & Multitasking: Strong ability to manage multiple tasks, prioritize effectively, and ensure timely follow-ups.
Problem-Solving: Ability to troubleshoot and coordinate solutions efficiently with clients and the internal team.
Detail-Oriented: Strong attention to detail, particularly in tracking ticket statuses, service requests, and reporting.
Team Player: Ability to collaborate with technical teams and support staff to ensure seamless service delivery.
Job Type: Full-time
Pay: $60,240.00 - $65,350.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
- Weekends as needed
Work Location: In person
Salary : $60,240 - $65,350
