Service Management Associate

A company is looking for a Service Management Associate to join their team.

Key Responsibilities

Oversee daily call queue performance, ensuring coverage and adherence to SOPs

Generate reports and dashboards related to call metrics and SLA compliance

Assist the Service Management team with trend analysis and process documentation

Required Qualifications

Strong knowledge of ConnectWise Manage and similar call routing systems

Familiarity with call center metrics such as SLA attainment and staffing adherence

Experience with contact center or ITSM tools

Working knowledge of ITIL concepts as they apply to MSP operations

Organizational and conflict-resolution skills