IT Service Manager (on-site)

AqueityDowners Grove, IL, US

30+ days ago

Salary

$80,000.00–$110,000.00 yearly

Job type

Full-time

Job description

Job Description

IT Service Manager (on-site)

Aqueity, a leading technology firm located in Downers Grove, IL, is looking for a skilled IT Service Desk Manager to join our growing team! The IT Service Manager is responsible for directing the day-to-day operations of the service desk support team. The ideal candidate will lead and mentor our technical support team to provide excellent customer service and resolve all technical issues.

Responsibilities

Manages the help desk team, monitors and evaluates performance, and provides coaching and training as needed
Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
Provides onboarding, training and development for IT support technicians
Manages team schedules ensuring proper coverage for optimal customer support
Audits ticket documentation, completion, and other service-related metrics
Ensures quality technical support and high level of client satisfaction
Sets specific customer service standards and holds team accountable to those standards
Contributes to improving customer support by actively responding to queries and handling complaints
Establishes best practices through the entire technical support process
Follows up with customers to identify areas of improvement
Develops daily, weekly and monthly reports on help desk team’s productivity
Provides customer feedback to the appropriate internal teams, including project team
Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
Documents and tracks all required information supporting accurate ticket reporting
Resolves service requests and escalates service requests to other resources as neede
Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
Displays ability to patiently walk user through steps needed to address an issue
Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
Handles difficult situations calmly and with confidence
Displays empathy for our technology users and their day-to-day challenges
Maintains good organization and follows each user service issue through to completion

Requirements

B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience

2+ years’ experience in tech support or customer service role, or related discipline

Proven work experience as a Help Desk Manager strongly preferred

IT MSP or IT consulting services experience required

Proven experience managing and maintaining client relationships and resolving escalated technical issues for clients

Team management skills, with ability to maintain a positive and encouraging environment for all team members

Proven ability and success in promoting positive and cohesive team atmosphere with cross-functional teams

Problem solving attitude with ability to motivate the team to achieve specific goals

Ability to multi-task and adapt to changes quickly while managing competing priorities

Solid technical background with ability to give instructions to non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Experience with ticketing systems, network monitoring and other tech support related tools preferred

Technical diagnostic skills with ability to appropriately match resources to technical issues

Advanced understanding of operating systems, business applications, printing and network systems

Self-motivated with the ability to work and thrive in a fast-paced environment

Salary range : $80-110k

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