IT Service Manager (on-site)

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 needed
• 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

Salary range : $80-110k