Service ManagerEndurance IT Services • Virginia Beach, VA, US
Service Manager
Endurance IT Services • Virginia Beach, VA, US
13 days ago
Job type
- Full-time
Job descriptionProven experience in IT service management or technical operations leadership. Strong understanding of service desk tools, ticketing systems, and performance metrics. Excellent communication and interpersonal skills for client and team interactions. Ability to manage multiple priorities in a fast-paced environment. Familiarity with ITIL framework and best practices. Leadership and team-building capabilities. Strategic thinking and problem-solving mindset. High level of professionalism and customer service orientation. Bachelor’s degree in Information Technology, Business, or related field. ITIL certification (Foundation or higher). Experience working in a managed services or MSP environment.
Job Description
Job Description
We are seeking a proactive and experienced IT Service Manager to lead our technical service delivery operations. This role is ideal for a strategic thinker with a strong background in IT service management, client engagement, and team leadership. The Service Manager will ensure high-quality service delivery, drive operational efficiency, and maintain strong relationships with clients and internal teams.
Responsibilities :
- Oversee daily operations of the service delivery team, ensuring timely and effective resolution of client issues.
- Manage service desk performance, ticketing systems, and escalation procedures.
- Collaborate with clients to understand business needs and align IT services accordingly.
- Monitor SLAs, KPIs, and customer satisfaction metrics to ensure service excellence.
- Lead and mentor technical staff, fostering a culture of accountability and continuous improvement.
- Coordinate with project managers and technical leads to support onboarding and implementation of new services.
- Identify opportunities for process optimization and automation.
- Ensure compliance with ITIL standards and company policies.
Qualifications :
Preferred Qualifications
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Service Manager • Virginia Beach, VA, US
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